Teaching note by Vikas Mittal Banking is an essential service. According to a 2015 FDIC national survey, 68% of U.S. households use banking services. According to a Gallup report, worldwide, access...
Guest Article by Benjamin Lucas and Kay Schröder Introduction Virtual reality (VR) has triggered a wave of new possibilities for creating and enhancing customer experiences, and is helping service designers...
Guest article by Bart Larivière, Recipient of the 2016 SERVSIG Emerging Service Scholar Award Somewhere over the North Atlantic Ocean, flying from New York to Brussels – unlike other passengers – I...
Guest article by: Roland T. Rust After World War 2 the major countries of Europe and Asia were largely destroyed, and their economies took years to recover. This created a Golden...
Guest article by Yves Van Vaerenbergh & Chiara Orsingher Service recovery is studied extensively in service research. Service journals publish regularly papers on service recovery (a quick search on Google Scholar returns...
guest article by Alexis Allen, one recipient of the SERVSIG best service paper award 2015 This past summer I finished the second full year of my academic career. Not the formal...
The 2017 Frontiers in Service Conference June 22-25 in New York City opens with an Executive Roundtable of Presidents & CEOs internationally recognized as service leaders. In this session, we...
Case study by Vaibhav Garg This case study focuses on the aspect of service excellence & personal involvement of the hotel management to advocate the hotel service philosophy and how...
guest article by Gabriela Beirão and Lia Patrício The service environment is increasingly complex, with service provider networks interacting with customer networks. For example in health care, citizens may choose different...
Guest article by Waffa Hammedi, Thomas Leclercq, and Allard van Riel. The article is based on a paper that received the Elsevier Prize for the Most Innovative Paper Award. “Reality is Broken!...
guest article by Scott Cowley Amazon has recently been the target of some high profile negative press about its intense workplace pressures. One would almost think there would be little room at Amazon...
Guest Article by Mohamed Zaki and Benjamin Lucas based on research recently funded by a Marketing Science Institute (MSI), Customer Experience Initiative grant for the project titled: “CX Analytics: A...