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. …
By Jelena Spanjol While frontline employees are critical in creating positive service encounters, many customers are left to their own devices to fully extract the potential value from a service. Across industries such as education, personal finance management, and healthcare, customers are the primary agents in the production of value from services provided by companies. …
By Dr. Yingzi Xu 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. Co-production expands to co-design of new services as well as to co-recovery, which allows companies …
By Sterling Bone Can peer-to-peer interactions in a customer support community reduce the need for one-on-one traditional customer support service? New research sponsored by Arizona State’s Center for Services Leadership and published in the Journal of Service Research (JSR) attempts to address this question. Firms that leverage the collective wisdom and knowledge in their customer …
By Lan Xia With the support of new technologies, companies are gradually realizing the importance and benefits of co-creation, where the value of a service is increasingly co-created by the firm and the customer. Consumers are increasingly put to work for the services they demand, from carrying their own food in fast-food restaurants to creating …
By Kristie Dickinson What would it take to convince you to pay for services on Facebook? What about LinkedIn? Or Classmates.com? In today’s world of “try now, buy later” premium models, it’s harder than ever to sway social networkers to upgrade to premium services. There is certainly a recipe for success, but what is the …
by Mary Jo Bitner At QUIS reception in Karlstad. Above, left to right: Dr. Laurel Anderson (ASU), Dr. Mary Jo Bitner (ASU), Dr. Inger Roos (Karlstad University). Below, left to right: Dr. Paul Fombelle (Northeastern University), Daniele Mathras, PhD Student (ASU), Jon Engstrom, PhD Student (Linkoping University). Summer is “conference season” for those of us in …
