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Celebrating Evert Gummesson – A Pioneering Founder of the Service Research Field

Guest article by Ray Fisk.Contributors: John Bateson, Leonard Berry, Mary Jo Bitner, David Bowen, Stephen Brown, Bo Edvardsson, Christian Grönroos, Parsu Parasuraman, and Ben Schneider. On behalf of Evert Gummesson’s...

From now to next: Reflections on the growing service infusion through post-purchase customization in the manufacturing sector

Guest article by Janina Garbas, finalist of the 2023 SERVSIG Best Dissertation Award. “The concept of product is undergoing a rapid transformation in the digital age.” (Kannan & Li, 2017, p. 31)....

Corporate Digital Responsibility (CDR) in the Age of AI – Why Do Service Firms Engage in Poor CDR Practices?

A guest article by Werner Kunz, Jochen Wirtz, Nicole Hartley, and James Tarbit.  Welcome back to our blog series on Corporate Digital Responsibility (CDR). In case you missed our previous...

Improving Service Research Impact

Guest article from Yves Van Vaerenbergh, recipient of the 2022 SERVSIG Emerging Service Scholar Award. Receiving the 2022 AMA SERVSIG Emerging Service Scholar Award was something I could never imagine. When...

Corporate Digital Responsibility (CDR) in the Age of AI – What is it, why does it matter, why is it so hard?

A guest article by Werner Kunz, Jochen Wirtz, Nicole Hartley, and James Tarbit.  The age of AI is upon us, changing our lives in ways we could never have imagined....

Key Lessons learned by Gaby Odekerken-Schröder

The editors of the Journal of Services Marketing are proud to announce the 2022 winner of the Steve Baron Award for Outstanding Contribution to the Service Research Community: Professor Gaby...

Good Customer Service is Worth Much More Than You Think

Guest article by G. Huang and K. Sudhir, winners of the SERVSIG Best Service Article Award. We are honored to receive the SERVSIG’s 2022 Best Service Paper Award for our 2021...

Public precedes service in public service

Guest article by Stefan Holmlid. In 2021, we celebrated a centenary of suffrage in Sweden. It was a three-year long celebration, covering the century since the decision to the century...

The flight of human capital from the BEACH sector

Guest article by Tor W. Andreassen. Recently, passengers were stranded at Schiphol Airport, Atlanta airport, and Manchester airport. Airline companies cancel thousands of departures. Restaurants are hoping for a cold...

Leave Your Comfort Zone

Guest article by Lerzan Aksoy, Christopher Lovelock Career Contributions Award Recipient 2022. I am humbled and honored to be named the 29th recipient of the Christopher Lovelock Career Contributions Award. As I have...

Negative exchange spirals at the organizational frontline and how to break them

Guest article by Dorottya Varga, finalist of the 2022 SERVSIG Best Dissertation Award. The increasingly diverse and complex interactions through various offline and online channels require organizations to carefully manage the key actors at...

LTAS—breeding ground for international collaboration among young service scholars

Guest article by Marah Blaurock and Alexander Henkel. (More about the Let’s Talk about Service LTAS 2022 event here). 1. Can you tell us a bit about how your team of...

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