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.
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.
Robert F. Lusch, University of Arizona
Rafe Sagarin, University of Arizona
Richard Zang, University of Arizona
Hulda G. Black, Illinois State University
Andrew S. Gallan, DePaul University
Sterling A. Bone, Utah State University
Glenn L. Christensen, Brigham Young University
Jerome D. Williams, Rutgers University
EVERY EMPLOYEE, EVERY MINUTE, EVERY DAY…Making memorable moments for our customers…yeah, right!!!
Claes Högström, Karlstad University
Anders Gustafsson, Karlstad University
Bård Tronvoll, Karlstad University
Maarten J. Gijsenberg, University of Groningen
Harald J. van Heerde, Massey University
Peter C. Verhoef, University of Groningen
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
Jeff Shockley, Radford University
Lawrence A. Plummer, University of Oklahoma
Aleda V. Roth, Clemson University
Lawrence D. Fredendall, Clemson University
Elliot Rabinovich, Arizona State University
Rajiv Sinha, Arizona State University
Timothy Laseter, University of Virginia
In preparation for the 29
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.
Read an interview with the CSL Faculty Network Member Martin Mende, Florida State Universi
Peter C. Verhoef, University of Groningen
Katherine N. Lemon, Boston College
*Extract from article*
Martin Mende, Florida State University
Maura L. Scott, Florida State University
Mary Jo Bitner, Arizona State University
Amy L. Ostrom, Arizona State University
Christian Grönroos, Hanken School of Economics Finland
Pekka Helle, Hanken School of Economics Finland
Michelle D. Steward, Wake Forest University
Beth A. Walker, Arizona State University
Michael D. Hutt, Arizona State University
Ajith Kumar, Arizona State University
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…
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
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…