by Mark Rosenbaum, University of South Carolina. Most service researchers focus on contributing their curiosity, knowledge, and insights to the publication process, to their classroom experiences, and to service endeavors (e.g.,...
guest article by Bram Foubert, winner of the Best Service Article Award 2016 I just uninstalled a trial version of some statistical package from my laptop, and last week I...
guest Article by Ming-Hui Huang and Roland T. Rust Artificial intelligence (AI) is advancing rapidly, and its impact on service promises to be profound. Although AI has not yet shown its...
guest article by Roger Betancourt I am attracted to differences that entail novelty and I am somewhat skeptical of established orthodoxies or norms supported by appeals to authority of one kind...
Guest article by Martin Mende, recipient of the 2017 SERVSIG Emerging Service Scholar Award It is a tremendous privilege for me share some brief thoughts on one of my growing areas of...
Guest article by Jochen Wirtz Actually yes, Cost-Effective Service Excellence is Doable! Service excellence and cost effectiveness are seen to be in conflict, yet there are organizations that achieve both. What...
The Journal of Historical Research in Marketing has published an article about the career of Christian Grönroos as student, teacher and scholar. The article contains personal reflections in an autobiographical approach and...
The Hotel Pre-Opening in a Remote Location Challenges, Opportunities, and Recommendations, Human Resources Perspective Case study by Vaibhav Garg Abstract Peace and silence comes with a price tag. Travelers choose...
guest article by Timothy Keiningham, Christopher Lovelock Award Recipient 2018 I was thrilled when SERVSIG asked me, as the most recent Christopher Lovelock Career Contributions to the Services Discipline recipient, to...
Stages in the Initial Review of a Future Masterpiece Guest article by Mahesh Subramony, best reviewer 2017 of JSR. It is “that letter” – you know the one I am talking about...
guest article by Tor W. Andreassen, Line Lervik-Olsen, and Seidali Kurtmollaiev from the CSI at NHH According to Harvard-professor Clayton Christensen, there are three types of innovations: Innovations that reduce costs and improve efficiency....
Interview with Mark Rosenbaum, University of South Carolina. Many consumers report overt or subtle discrimination in service contexts. And when it happens, it’s bad news for everyone. Obviously, it’s bad for...