Service Failure Handling at United Airlines
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...
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...
Linda Nasr interviewed for our series “Going abroad” Willy Barnett, a young US researcher who pursues an PhD in the United Kingdom. Linda: Tell us about yourself Willy: I am a 4th year...
guest article by Jochen Wirtz Staging Your Service Revolution: How to Establish a Strong Service Culture Fast! Ron and I have been working on this topic for many years and are...
guest article by Arne De Keyser, Finalist of the SERVSIG Best Dissertation Award 2016 (granted by Maastricht U) Technological advancement has changed the marketing landscape almost beyond recognition. Today, customers interact...
guest article by Ruth Bolton, winner of AMA Irwin McGraw Hill Distinguished Educators Award 2016. I was drawn to work in the services field for two reasons. First, I have always...