Luis Rubalcaba, University of Alcala
Stefan Michel, IMD International
Jon Sundbo, Roskilde University
Stephen W. Brown, Arizona State University
Javier Reynoso, EGADE Business School – Monterrey Institute of Technology
Blog Posts
Shaping, Organizing, and Rethinking Service Innovation: A Multidimensional Framework
Value Propositions
Jennifer Chandler, California State University-Fullerton
Robert Lusch, University of Arizona
Dynamic Effects of Social Influence and Direct Marketing on the Adoption of High-Technology Products
Hans Risselada, University of Groningen
Peter C. Verhoef, University of Groningen
Tammo H.A. Bijmolt, University of Groningen
Assessing Markups, Service Quality, and Product Attributes In Music CDs’ Internet Retailing
Elliot Rabinovich, Arizona State University
Arnold Maltz, Arizona State University
Rajiv Sinha, Arizona State University
Servitized Enterprises for Distributed Collaborative Commerce
* Haluk Demirkan, Arizona State University
James C. Spohrer, IBM
Relationship Characteristics and Cash Flow Variability: Implications for Satisfaction, Loyalty, and Customer Portfolio Management
Crina O. Tarasi, Central Michigan University
Ruth N. Bolton, Arizona State University
Anders Gustafsson, Karlstad University
Beth A. Walker, Arizona State University
How Customer Participation in B2B Peer-to-Peer Problem Solving Communities Influences the Need for Traditional Customer Service
Can peer-to-peer interactions in a customer support community reduce the need for one-on-one traditional customer support service?
Risk Considerations in the Management of Customer Equity
Ruth N. Bolton, Arizona State University
Crina Tarasi, Central Michigan University
25 Years of the Compete Through Service Symposium – an interview with Dr. Mary Jo Bitner
This November in Scottsdale Arizona, business executives, academic faculty and students from a wide variety of industries and backgrounds will come together to be part of the 25
ServiceFriday: The Downside of Beauty – Server Attractiveness and the Taste of Your Food
Businesses and researchers know that beautiful environments – attractive colors, artful shelf displays, pleasing sounds and smells – affect customer behavior and enhance the consumption experience. Many restaurants have adopted the strategy, employing good-looking servers and bartenders in an effort to please customers and garner good word-of-mouth.
Development of New B2B Solutions: Results of a Benchmarking Survey
By Center for Services Leadership | June 19, 2014
Determinants of Mobile Apps Success: Evidence from App Store Market
Gun-Woong Lee, Arizona State University
Raghu Santanam, Arizona State University
Building the Case for Quality Improvement in the Health Care Industry: A Focus on Goals and Training
Joy Field, Boston College
Janelle Heineke, Boston University
James Langabeer, University of Texas – Houston
Jami DelliFraine, Virginia Commonwealth University
Service-Dominant Logic in a Nutshell
Ingrained in our mindset, through schooling, industry practices and government accounting is the belief that the economy consists of primary or
Using Text Mining for Customer Feedback
Great to see new research that’s happening on the intersection of multiple disciplines. With large amounts of data that companies are accumulating through various communication channels, finding new methods and metrics for timely and accurate analysis is becoming more and more critical.
An interdisciplinary perspective on IT services management and service science
Indranil Bardhan, University of Texas at Dallas
* Haluk Demirkan, Arizona State University
P. K. Kannan, University of Maryland
Robert J. Kauffman, Singapore Management University
Ryan Sougstad, Augustana College
Moving Forward and Making a Difference: Research Priorities for the Science of Service
Amy L. Ostrom, Arizona State University
Mary Jo Bitner, Arizona State University
Stephen W. Brown, Arizona State University
Kevin A. Burkhard, Arizona State University
Michael Goul, Arizona State University
Vicki Smith-Daniels, Arizona State University
The Role of Consumer Confidence In Creating Customer Loyalty
Yi-Chun Ou, University of Groningen
Lisette de Vries, University of Groningen
Thorsten Wiesel, Westfälische Wilhelms–Universität Münster
Peter C. Verhoef, University of Groningen
A Service-Oriented Web Application Framework
* Haluk Demirkan, Arizona State University
Robert R. Harmon, Portland State University
Michael Goul, Arizona State University