Statement

Devoted to Customer Engagement Research

Guest article from Linda Hollebeek, recipient of the 2020 SERVSIG Emerging Service Scholar Award. I am honored to receive the 2020 SERVSIG Emerging Scholar Award, which has been conferred to highly...

Check-in at the Robo-desk – Next Big Thing or the End of the Human Touch?

By Vignesh Yoganathan, Victoria-Sophie Osburg, Werner H. Kunz, and Waldemar Toporowski Robots are today a feature of frontline services in a diverse array of sectors, from hotels to hospitals and...

Customers are also responsible investors

Guest article by Tor W. Andreassen. Customers are the company’s only natural source for funding. The mantra is quality-goods and services for money! Increasingly, customers are investors who invest in...

Some things I have learned

Guest article by Steve Vargo, Christopher Lovelock Career Contributions Award Recipient 2020. I feel very privileged to be named this year’s recipient of the Christopher Lovelock Career Contributions Award. Even...

Service Innovation Research: The Gain is Worth the Pain

Guest article by Thomas Dotzel and Venkatesh Shankar, winners of the SERVSIG Best Service Article Award. We would like to start by thanking the members of the awards committee and...

The Three Horizons of Service Design

Guest article by Josina Vink, Winner of the 2020 SERVSIG Best Dissertation Award. How we understand service design is changing and it needs to.  The traditional, reductionist focus in service...

Service needs an update

Guest article by Tor W. Andreassen. “When the tide goes out, you know who’s been swimming naked!” When I came to the field of service research in the mid 1990s,...

Do Customers Want to Keep It Real?

Guest article by Andreas Lechner, finalist of the 2020 SERVSIG Best Dissertation Award. “People always got to see your smile. You always got to put on that fake […] no...

The Art of Gamification: Transforming Boring Activities into a Fun Journey

Guest article by Thomas Leclercq, finalist of the 2018 SERVSIG Best Dissertation Award. A month ago, I decided to start a sports training program. My objective was losing weight before...

JoSM special section: “COVID-19 and Service”

Guest article from Volker Kuppelwieser and Jörg Finsterwalder. The First ever Special Section on The Coronavirus Crisis and Beyond: Implications for Service Research and Practice is available online now in the Journal of...

Raising the “tide” for service research through conceptual-only articles: Challenges and useful resources

Guest article by Kaisa Koskela-Huotari. Scholars specialize within their respective fields in many ways. For some, the specialization is directed toward a specific empirical context (e.g., retail, health, tourism), phenomenonon...

30 years of Developing the Service Research Community

Guest article by Ingrid Hansson, CTF Karlstad One of the longest-running conferences in service research is QUIS, Quality in Services. The QUIS symposium was established in 1988 by Bo Edvardsson...