Bo Edvardsson, Karlstad University, Sweden
Bård Tronvoll, Hedmark University College, Norway
Purpose – The aim of this paper is to conceptualize service innovation through a service-dominant logic (S-D logic) lens and a service system foundation.
Blog Posts
A New Conceptualization of Service Innovation Grounded in S-D Logic and Service Systems (New)
Learning from nature: lessons on adapting service systems in an uncertain and complex world
Robert F. Lusch, University of Arizona
Rafe Sagarin, University of Arizona
Richard Zang, University of Arizona
Transformative Service Networks: A Conceptual Model of Cocreated Value as Health and Well-Being
Hulda G. Black, Illinois State University
Andrew S. Gallan, DePaul University
Rejected, Shackled, and Alone: The Impact of Systemic Restricted Consumer Choice on Minority Consumers’ Construction of Self
Sterling A. Bone, Utah State University
Glenn L. Christensen, Brigham Young University
Jerome D. Williams, Rutgers University
The Victuous Cycle
EVERY EMPLOYEE, EVERY MINUTE, EVERY DAY…Making memorable moments for our customers…yeah, right!!!
Strategic Brand Management: Archetypes for Managing Brands through Paradoxes
Claes Högström, Karlstad University
Anders Gustafsson, Karlstad University
Bård Tronvoll, Karlstad University
Sales Organization Recovery Management and Relationship Selling: A Conceptual Model and Empirical Test
Gabriel R. Gonzalez, Thunderbrid School of Global Management
Douglas Hoffman, Colorado State University
Thomas N. Ingram, Colorado State University
Raymond W. LaForge, University of Louisville
Losses Loom Longer than Gains: Modeling the Impact of Service Crises on Perceived Service Quality over Time
Maarten J. Gijsenberg, University of Groningen
Harald J. van Heerde, Massey University
Peter C. Verhoef, University of Groningen
Evaluating Store Design Responsiveness to Product Line Margin Changes: An Empirical Analysis of U.S. Public Retailers*
Jeff Shockley, Radford University
Lawrence A. Plummer, University of Oklahoma
Aleda V. Roth, Clemson University
Lawrence D. Fredendall, Clemson University
Unlimited Shelf Space In Internet Supply Chains: Treasure Trove Or Wasteland?*
Elliot Rabinovich, Arizona State University
Rajiv Sinha, Arizona State University
Timothy Laseter, University of Virginia
Interview with Dr. Doug Olsen, Faculty Director of Services Leadership Institute
In preparation for the 29
How much is too much? – Selling your service without overtaxing your customer
We all have, at one time or another, wondered how something actually works – and then finally given up trying to understand it. The feeling that results is anything but satisfying.
Martin Mende on Coproduction of Transformative Services
Read an interview with the CSL Faculty Network Member Martin Mende, Florida State Universi
Activating Consumers for Better Service Coproduction Outcomes through Eustress: The Interplay of Firm-Assigned Workload, Service Literacy, and Organizational Support (New)
Martin Mende, Florida State University
Maura L. Scott, Florida State University
Mary Jo Bitner, Arizona State University
Amy L. Ostrom, Arizona State University
Advances in Customer Value Management
Peter C. Verhoef, University of Groningen
Katherine N. Lemon, Boston College
*Extract from article*
Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting
Lia Patrício, University of Porto
Raymond P. Fisk, Texas State University-San Marcos
João Falcão e Cunha, University of Porto
Larry Constantine, University of Madeira
The ‘Alone Together’ Customer Experience Trend: From Starbucks To Hotel Design To Retail Banking
If you want to create a successful customer experience today, learn to accommodate customers who want “alone together” time. Whether they’re millennials, Gen X, Boomers or Silent Generation, this concept has grown quickly in importance to today’s…
ADOPTING A SERVICE LOGIC IN MANUFACTURING: CONCEPTUAL FOUNDATION AND METRICS FOR MUTUAL VALUE CREATION *
Christian Grönroos, Hanken School of Economics Finland
Pekka Helle, Hanken School of Economics Finland
The Coordination Strategies of High-Performing Salespeople: Internal Working Relationships That Drive Success
Michelle D. Steward, Wake Forest University
Beth A. Walker, Arizona State University
Michael D. Hutt, Arizona State University
Ajith Kumar, Arizona State University
5 Ways Company Culture Can Improve Your Customer Experience
It was Mark Twain who said “if you tell the truth you don’t have to remember anything.” However most companies don’t onboard, educate and train employees thoroughly so when they tell “the truth” it can come out as verbal garbage (as displayed by…