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...
Guest article by Jonas Holmqvist, winner of the best Reviewer Award 2016 of the Journal of Service Theory and Practice (JSTP) Like football referees, reviewers are often blamed when things...
Guest article by Lia Patrício & Jorge Teixeira Service innovation can be seen as the creation of new and/or improved service offerings, service processes, and service business models. More recently,...
guest article by Francisco Villarroel Ordenes Unstructured text data from emails, SMS, blogs, online reviews and social media is exponentially growing offering organizations unprecedented resources to monitor brand communications and customer...
Guest article by Roland Rust and Ming-Hui Huang Those of you who attended the Frontiers in Service Conference in Bergen, Norway may have heard about the problems that my wife, Professor...
Based on Ray Fisk’s Inaugural SIG Leadership Award Presentation on August 5, 2016. In the summer of 1993, I received the AMA’s Marketing Educator Newsletter and read an announcement that...
guest article by Mina Rohani, Finalist of the SERVSIG Best Dissertation Award 2016 (granted by Maastricht U) People are increasingly getting revenge—that is, actions motivated by a desire to harm...
guest article by Yves Van Vaerenbergh Glory be, I defended my PhD (in October 12, 2012)! I wrote my dissertation in rather challenging circumstances. Even though I obtained my PhD at...
guest article by Michelle Andrews, Finalist of the SERVSIG Best Dissertation Award 2016 (granted by Maastricht U) Have you ever wondered why some people look at their phones in elevators?...
guest article by Kristina Heinonen Recently, while reading fellow researchers’ observations on the state of service research, I was led to reflect on how far the field has come. Cristiana...
guest article by the committee of the SERVSIG Emerging Service Scholar 2016 (granted by dml @ UMass Boston) Customers get confused when they have too much choice?! How glad that...
guest article by Tim Hilken, Dominik Mahr, Jonas Heller, Mathew Chylinski, and Ko de Ruyter. Yes, Augmented Reality is Enhancing the Service Experience An emerging class of technologies, referred to as Augmented Reality...