Guest article by Daniele Scarpi and Eleonora Pantano. In recent years, the surge in automation, artificial intelligence (AI), and machine learning algorithms has largely impacted retail service and subsequent consumer...
Guest article by Jonas Heller, Chris Hinsch, Reto Felix, and Philipp A. Rauschnabel. The essence of the 4C Framework Augmented Reality (AR) has emerged as a transformative force in customer...
Guest article by Felix Eggers & Jochen Wirtz. In the digital age, technologies bring manifold benefits to consumers, including improved access to information, enhanced service efficiency, convenience, and the emergence...
Guest article by Khanh Le, Laszlo Sajtos, and Werner H. Kunz A New Future of Service Delivery The integration of generative AI is transforming the service industry and revolutionizing customer service....
Guest article by Christopher Johnson, Anna Christ, Lara Lobschat, and Benjamin Mueller. The emergence of CDR As ever more aspects of human experience are subject to digitalization, we witness transformations...
Guest article from Katrien Verleye, recipient of the 2023 SERVSIG Emerging Service Scholar Award. When I embarked my academic trajectory, healthcare was positioned as “a fertile field for service research”. [1]...
Guest article by Nima Heirati, Stephan Henneberg and Alexander Leischnig. “It may seem paradoxical, but knowledge-based innovation is more market-dependent than any other kind of innovation. Careful analysis of the...
Guest article by Bo Edvardsson. How do we communicate and explain what we do as service scholars? We have a message and contribution to business and practice! But, are we...
Guest article by Tor W. Andreassen. The rapid technological development within digitalization, automation, AI, and GenAI has changed the way we live, work, and interact with businesses and people. One...
Guest article by Martin Wetzels, Christopher Lovelock Career Contributions Award Recipient 2023. The world as we know it has been changing at an ever-increasing pace, or as Mr. Spock puts it in...
Guest article by Per Kristensson and Tor W Andreassen. There is a shift in innovation focus from upstream efficiency focus to downstream value creation for customers. In his seminal book...
Guest article by Hugo Guyader, Pia A. Albinsson, Yasanthi B. Perera, and Stephanie J. Lawson. Collaborative Consumption From ridesharing to crowdfunding to various peer-to-peer provided accommodation options and beyond, the...