Guest article by Riley Krotz, finalist of the 2022 SERVSIG Best Dissertation Award. The traditional service environment is swiftly changing, and this fundamental shift in landscape provides marketers with both great challenges...
Guest article by Tor W. Andreassen. Everything that can be digitized will be digitized – they say. But should everything that can be digitized, be digitized? What can we learn...
Guest article by Tor W. Andreassen. When CEOs of established companies are asked, “What really changes the rules of the game in your industry or business?” they almost always answer:...
Guest article from Lena Steinhoff, recipient of the 2021 SERVSIG Emerging Service Scholar Award. Relationships have been instrumental for business exchanges ever since Homeric Greece (e.g., Palmatier and Steinhoff 2019;...
Guest article by Jonas Holmqvist. As we’ve seen last month (read here), there is some legitimate criticism of journal rankings, and of the practice of basing decisions about promotion, recruitment...
Guest article by Jim Spohrer, Christopher Lovelock Career Contributions Award Recipient 2021. The pandemic has changed our daily service experiences. COVID has taken its toll on all of us. All types of service...
Guest article by Jonas Holmqvist. Last month (read here) we looked at some of the most widely used journal rankings, particularly the impact factors, the AJG, and the Financial Times...
Guest article by Jonas Holmqvist. Journal rankings, much like student evaluations, are one of those things that academics either love to hate or hate to love, and tend to debate...
Guest article by Tor W. Andreassen. “Return to sender” (1962) was sung by Elvis Presley at a time when letters dominated the post office’s logistics. Today, packages dominate and return...
Guest article by Larissa Becker, finalist of the 2021 SERVSIG Best Dissertation Award. Yes, you read it right. I’m talking about the consumer journey, not the customer journey. What is that? Is there a difference?...
Sungwoo Choi successfully defended his dissertation on “Exploring Service Failures and Recovery Efforts Made by Service Robots” at Penn State School of Hospitality Management last year, and he is finalist...
Guest article by Tor W. Andreassen. Since the crawling out period of service marketing in the early 1980s (Fisk et al 1993), service researchers have informed policymakers and leaders with...