Statement

New Challenges of CDR in an AI Age

Guest article by Werner H. Kunz and Jochen Wirtz A lot has happened since the concept of corporate digital responsibility (CDR) was introduced to the scientific community (Lobschadt et al....

“With great power comes great responsibility”: Exploring the role of Corporate Digital Responsibility (CDR) for Artificial Intelligence Responsibility in Retail Service Automation (AIRRSA) 

Guest article by Daniele Scarpi and Eleonora Pantano. In recent years, the surge in automation, artificial intelligence (AI), and machine learning algorithms has largely impacted retail service and subsequent consumer...

The need for corporate digital responsibility (CDR)

Guest article by Felix Eggers & Jochen Wirtz. In the digital age, technologies bring manifold benefits to consumers, including improved access to information, enhanced service efficiency, convenience, and the emergence...

The Future of Work – Embracing the Collaboration of Human and Digital Employees in Service

Guest article by Khanh Le, Laszlo Sajtos, and Werner H. Kunz A New Future of Service Delivery The integration of generative AI is transforming the service industry and revolutionizing customer service....

From principles to practice – the challenge of bringing CDR to life

Guest article by Christopher Johnson, Anna Christ, Lara Lobschat, and Benjamin Mueller. The emergence of CDR As ever more aspects of human experience are subject to digitalization, we witness transformations...

Service innovation for a healthy, digitized and circular world

Guest article from Katrien Verleye, recipient of the 2023 SERVSIG Emerging Service Scholar Award. When I embarked my academic trajectory, healthcare was positioned as “a fertile field for service research”. [1]...

Reframing Servitization Research Beyond the Manufacturer Perspective

Guest article by Nima Heirati, Stephan Henneberg and Alexander Leischnig. “It may seem paradoxical, but knowledge-based innovation is more market-dependent than any other kind of innovation. Careful analysis of the...

Bringing Value Creation through Service to Practice

Guest article by Bo Edvardsson. How do we communicate and explain what we do as service scholars? We have a message and contribution to business and practice! But, are we...

For 2024, I want more of the human element in digital services

Guest article by Tor W. Andreassen. The rapid technological development within digitalization, automation, AI, and GenAI has changed the way we live, work, and interact with businesses and people. One...

To Boldly Go…To Explore Strange New Service Worlds…

Guest article by Martin Wetzels, Christopher Lovelock Career Contributions Award Recipient 2023. The world as we know it has been changing at an ever-increasing pace, or as Mr. Spock puts it in...

Navigating the Shift from Upstream to Downstream Innovations: A Guide for Innovation Leaders

Guest article by Per Kristensson and Tor W Andreassen. There is a shift in innovation focus from upstream efficiency focus to downstream value creation for customers. In his seminal book...

The Sharing Economy beyond the Mainstream: Community-based efforts

Guest article by Hugo Guyader, Pia A. Albinsson, Yasanthi B. Perera, and Stephanie J. Lawson. Collaborative Consumption From ridesharing to crowdfunding to various peer-to-peer provided accommodation options and beyond, the...