In preparation for this year’s upcoming Compete Through Service Symposium,
Blog Posts
Service Logic: Understanding and Implementing the Service Perspective on Business and Marketing from a Management Point of View
Christian Grönroos, Hanken School of Economics Finland
Johanna Gummerus, Hanken School of Economics Finland
Annika Ravald, Hanken School of Economics Finland
Päivi Voima, Hanken School of Economics Finland
A New Hierarchical Bayes Geographically Weighted Regression Spatial Model for Customer Service and Satisfaction Measurement In Marketing Research
Sunghoon Kim, Arizona State University
Bridges for Transforming People and Cities
Service experiences are so common we often forget when we are “experiencing” them. As a society, we spend quite a bit of time, money, and energy in service settings like healthcare, education, entertainment, food, government, and transportation, to name a few.
Transformative Service Research: A Multidisciplinary Perspective on Service and Well-being
Interview with Laurel Anderson and Amy Ostrom, Editors of the Special Issue of Journal of Service Research, Transformative Service Research: A Multidisciplinary Perspective on Service and Well-being
Decision Models for Workforce and Technology Planning in Services
Gang Li, Bentley University
Joy Field, Boston College
Hongxun Jiang, Renmin University of China
Tian He, Renmin University of China
Youming Pang, Renmin University of China
When Designing Multiple Channels, Mirror Attributes Matter
Offering a seamless multichannel service is a priority for many companies. This research offers a model that can help marketers focus their effort in achieving customer satisfaction across different channels. The research team introduces the 5C model of customer satisfaction that can be used to benchmark performance across various channels.
Reaching the Breaking Point: A Dynamic Process Theory of Business-to-Business Customer Defection (New)
Thomas Hollmann, North Carolina State University
Cheryl Burke Jarvis, Southern Illinois University
Mary Jo Bitner, Arizona State University
What You Need to Know About Customer Win-Back
It’s a hypercompetitive market and you are doing everything you can to retain your customers, yet you know that no matter what you do, you will still lose some customers to competitors. The competition to acquire new customers is fierce. How do you maintain your customer base?
Service-Driven Manufacturing: Provision, Evolution and Financial Impact of Services in Industrial Firms
Heiko Gebauer, Eawag: Swiss Federal Institute of Aquatic Science and Technology
Guang-Jie Ren, IBM Almaden Research Center
Aku Valtakoski, BIT Research Center, Alto University School of Science
Javier Reynoso, EGADE Business School
Doing It the Hard Way: Low Control Drives Preferences For High Effort Products and Services
Keisha Cutright, University of Pennsylvania
Adriana Samper, Arizona State University
The 6 Factors that Influence Product Development Success + The Importance of Being Agile
At the recent Frontiers in Service conference in San Jose, CA, I had the pleasure of introducing a presentation from 3Pillar Global, Roc
A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model
Tracey Dagger, University of Queensland
Jill C. Sweeney, University of Western Australia
Lester Johnson, Melbourne Business School
Enhancing theory development in service research
Roderick J. Brodie, University of Auckland Business School, New Zealand
Anders Gustafsson, Karlstad University
From Products to Services and Solutions. Embracing Customer Centricity in B2B
Interview with Mary Jo Bitner and Stephen W.
Service Research Priorities in a Rapidly Changing Context
Amy L. Ostrom, Arizona State University
A. Parasuraman, University of Miami
David E. Bowen, Thunderbird, Arizona State University
Lia Patrício, University of Porto, Portugal
Christopher A. Voss, University of Warwick, UK
Is Transparency Good for Business?
In 2012, the global fast food chain McDonald’s launched a website in Canada called “Our Food. Your Questions”. The digital platform allowed consumers to ask the company absolutely anything about its food.