Top Echelon: Journal of Service Research

Academic research is a deep vein of insights for business. The best research inspires further academic inquiry, and as the new ideas move into the practice of business via the popular press, textbooks, classrooms and executive education, research proves itself a well-spring of innovation. In June, the Journal of Service Research (JSR) was ranked No. …

Fast Track

Is Your Firm on the Fastest Route to a Profitable Services Business?

Companies are responding to the present highly competitive business environment by looking for ways to differentiate and grow through robust service offerings. Adding them is a complex process, however, fraught with roadblocks and potholes. Professors Wolfgang Ulaga and Christian Kowalkowski have charted a twelve-step roadmap to service expansion in their new book, Service Strategy in …

Mary Jo Bitner and Stephen Brown Receive Grönroos Award 2017

We are very excited to share that CSL’s Co-Executive Director Mary Jo Bitner and CSL’s Distinguished Faculty and the former CSL’s Executive Director Stephen Brown were selected for the prestigious Grönroos Award. The Grönroos Award acknowledges pioneering and innovative advancements in service research in the spirit of the Nordic School of Marketing thought.  Professor Mary Jo Bitner was recognized …

Customer Misbehavior in the Collaborative Economy: Is It Contagious or Not?

When you as a customer enter a car from a car sharing company and it is dirty and trashed, are you more likely to add your trash or clear it up? A team of European researchers investigated whether customers adapt their behavior in the context of a car sharing service. In this video, they share …