Statement

20 lessons from the past 20 years (Part 1)

Guest article by Bart Larivière. May, 23, 2005 – May 23, 2025 Today, marks 20 years since I defended my PhD.This week, I took the time to reflect upon my...

Bridging the Gap: Service Marketing and Service Design

Guest article by Birgit Mager. When I started developing the field of service design in 1995, the service marketing domain, among others, inspired my work. Indeed, Lynn Shostack used the...

When Policymakers Do the Opposite of What Research Suggests

Guest article by Tor W. Andreassen. While scientific research consistently highlights the benefits of stakeholder capitalism, it is paradoxical that legislators and business leaders are reverting to Milton Friedman’s shareholder...

Getting Social Support “Right” in Digital Health Services

Guest article by Karen Tian, finalist of the 2025 SERVSIG Best Dissertation Award. Digital health services, such as online health communities (OHCs; e.g., mental health communities on Reddit), are redefining how we experience...

Important but avoided: How can service research boost customer engagement in utilitarian services?

Guest article by Jenna Barrett, finalist of the 2025 SERVSIG Best Dissertation Award. When I present my research, I often open with a very simple question. Imagine it is Sunday evening, you’ve...

Company Innovativeness in the AI Era

By Werner Kunz, University of Massachusetts Boston The article is based on a talk at the 3rd Spanish Innovation Index Conference and an upcoming publication in the JOSM (see reference list)....

Toward a Transformative Service Economy: Integrating The Economy of Francesco and Transformative Service Research

Can the economy be regenerative, inclusive, and oriented toward social justice and human well-being? This question underpins two visionary frameworks—The Economy of Francesco and Transformative Service Research (TSR)—that, despite originating in distinct domains,...