Fundamental Basics of Guest Engagement – A Case Study
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...
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...
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...