Blog Posts

Felicia N. Morgan, University of West Florida
Mary Jo Bitner, Arizona State University
Amy L. Ostrom, Arizona State University

Leaders of product-based companies are under an enormous pressure to stay competitive by shifting revenues from selling goods to delivering services and solutions. Yet few executives realize the extent to which they must change their organizations to succeed in growth through services. In this webcast, Dr.

Ina Garnefeld, University of Wuppertal
Andreas Eggert, University of Paderborn
Sabrina V. Helm, University of Arizona
Stephen S. Tax, University of Victoria

Sunghoon Kim, Arizona State University

Jeff Shockley, Radford University
Aleda V. Roth, Clemson University
Lawrence D. Fredendall, Clemson University

Customers are no longer passive receivers of service offerings from companies, but rather value creators themselves. Companies realize that involving customers in service production and co-production is a cost-saving strategy and an effective way to satisfy customers.

Christian Grönroos, Hanken, School of Economics Finland
Pekka Helle, Hanken, School of Economics Finland
Katri Ojasalo, Laurea University of Applied Science, Finland

Laurel Anderson, Arizona State University
Andrea Ordanini, Bocconi University, Italy
Mary Jo Bitner, Arizona State University
Antonella Caru, Bocconi University, Italy
Andrew S. Gallan, Case Western Reserve University

Per Skålén, Karlstad University
Kotaiba Abdul Aal, Karlstad University
Bo Edvardsson, Karlstad University

Mark Keith, Brigham Young University
Haluk Demirkan, University of Washington Tacoma
Michael Goul, Arizona State University

• A New Hierarchical Bayes Geographically Weighted Regression Spatial Model For Customer Service and Satisfaction Measurement In Marketing Research (Sunghoon Kim)

Ann M. Mirabito, Baylor University
Leonard L. Berry, Texas A&M University

Elliot Rabinovich, Arizona State University
Timothy Laseter, University of Virginia
Manus Rungtusanatham, University of Minnesota

Crina Tarasi, Central Michigan University
Ruth N. Bolton, Arizona State University
Anders Gustafsson, Karlstad University
Lars Witell, Linköping University

It is increasingly rare for customers to complete retail or service transactions without swiping their own credit cards or engaging with point-of-s

Shashank Rao, Auburn University College of Business
Elliot Rabinovich, Arizona State University

Gabriele Piccoli, Università di Sassari
M. Kathryn Brohman, Queen’s University
Richard T. Watson, University of Georgia
A. Parasuraman, University of Miami

Peter S.H. Leeflang, University of Groningen
Peter C. Verhoef, University of Groningen
Peter Dahlström, McKinsey & Company, United Kingdom
Tjark Freundt, McKinsey & Company, United Kingdom

CX blogs, consultants, programs, workshops, conferences, indexes, frameworks, awards, summits, metrics, NPS – CX is everywhere and widely considered the next competitive battleground.

Linda C. Salisbury, Boston College
Katherine N. Lemon, Boston College