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Turning Challenges into Opportunities: Thriving Amidst Change

Guest article by Tor W. Andreassen. Change is the only constant in life. In all our roles—as citizens, employees, customers, investors, or leaders—we must navigate the ever-present currents of change,...

The Delicate Dance of Managing Customer Experience

Guest article by Yasin Sahhar, finalist of the 2023 SERVSIG Best Dissertation Award. Being a finalist for the SERVSIG Best Dissertation Award is a great privilege. I once again thank the flourishing...

Deepening Our Theorizing on Customer Experience: A Phenomenological Perspective

Guest article by Yasin Sahhar, finalist of the 2023 SERVSIG Best Dissertation Award. It is a privilege to be among the finalists for the SERVSIG Best Dissertation Award – I thank the...

Celebrating Evert Gummesson – A Pioneering Founder of the Service Research Field

Guest article by Ray Fisk.Contributors: John Bateson, Leonard Berry, Mary Jo Bitner, David Bowen, Stephen Brown, Bo Edvardsson, Christian Grönroos, Parsu Parasuraman, and Ben Schneider. On behalf of Evert Gummesson’s...

Ready to Unlock the Smartness Potential? Engaging Different Actors in Smart Service Systems

Guest article by Bieke Henkens, recipient of the 2023 SERVSIG Best Dissertation Award. Do you use a smart watch when sporting? Or a smartphone application that helps you navigate in a new...

From now to next: Reflections on the growing service infusion through post-purchase customization in the manufacturing sector

Guest article by Janina Garbas, finalist of the 2023 SERVSIG Best Dissertation Award. “The concept of product is undergoing a rapid transformation in the digital age.” (Kannan & Li, 2017, p. 31)....

Corporate Digital Responsibility (CDR) in the Age of AI – Why Do Service Firms Engage in Poor CDR Practices?

A guest article by Werner Kunz, Jochen Wirtz, Nicole Hartley, and James Tarbit.  Welcome back to our blog series on Corporate Digital Responsibility (CDR). In case you missed our previous...

Improving Service Research Impact

Guest article from Yves Van Vaerenbergh, recipient of the 2022 SERVSIG Emerging Service Scholar Award. Receiving the 2022 AMA SERVSIG Emerging Service Scholar Award was something I could never imagine. When...

Corporate Digital Responsibility (CDR) in the Age of AI – What is it, why does it matter, why is it so hard?

A guest article by Werner Kunz, Jochen Wirtz, Nicole Hartley, and James Tarbit.  The age of AI is upon us, changing our lives in ways we could never have imagined....

Key Lessons learned by Gaby Odekerken-Schröder

The editors of the Journal of Services Marketing are proud to announce the 2022 winner of the Steve Baron Award for Outstanding Contribution to the Service Research Community: Professor Gaby...

Good Customer Service is Worth Much More Than You Think

Guest article by G. Huang and K. Sudhir, winners of the SERVSIG Best Service Article Award. We are honored to receive the SERVSIG’s 2022 Best Service Paper Award for our 2021...

Public precedes service in public service

Guest article by Stefan Holmlid. In 2021, we celebrated a centenary of suffrage in Sweden. It was a three-year long celebration, covering the century since the decision to the century...

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