A brief history of SERVSIG


Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 12 July 2011



Fisk, R.P. and Patrício, L. (2011), "A brief history of SERVSIG", Managing Service Quality: An International Journal, Vol. 21 No. 4. https://doi.org/10.1108/msq.2011.10821daa.001



Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited

A brief history of SERVSIG

Article Type: Guest editorial From: Managing Service Quality, Volume 21, Issue 4

The American Marketing Association (AMA) Services Marketing Special Interest Group (SERVSIG) was started by Ray Fisk in the summer of 1993. With the help of numerous volunteers, SERVSIG quickly became the first SIG approved by the AMA. From the beginning, three operating goals were adopted by SERVSIG: Open, Flexible, and Fun. First, SERVSIG should be open to new people, new ideas, global contributions, interdisciplinary contributions, practitioner contributions, and to new ways of doing things. Second, SERVSIG should strive for the maximum of organizational flexibility. Third, SERVSIG should be a fun organization that strives to be light hearted and intellectually nourishing.

In the nearly 20 years since it was founded, SERVSIG has sponsored numerous successful activities. Lauren Wright proposed the idea of creating a doctoral consortium that welcomed and helped train new services scholars. The first SERVSIG Doctoral Consortium was held in October 1994, just before the Frontiers in Service Conference. Roland Rust, founder of the Frontiers Conference, proposed the idea of creating recognition awards in services. The SERVSIG Career Contributions in Services Award and the Best Article in Services Award were first given in 1994. Shortly afterward, SERVSIG became a co-sponsor of the Frontiers Conference. The untimely death of Liam Glynn in 2000, led to the creation of the Liam Glynn Scholarship for doctoral students.

Liam Glynn and Ray Fisk started the SERVSIG International Research Conferences in 1998. The founding concept was that a different school in a different country would host the conference every two years. To ensure novel and fun experiences, SERVSIG also promised that the conference would never repeat a city. The first SERVSIG International Research Conference was held in 1999 in New Orleans and hosted by the University of New Orleans. The second SERVSIG International Research Conference was held in 2001 in Sydney, Australia and hosted by Macquarie University. The third SERVSIG Research Conference was held in 2003 in Reims, France and hosted by the Reims Management School. The Fourth SERVSIG conference was held in 2005 in Singapore and hosted by the National University of Singapore. The Fifth SERVSIG International Research Conference was held in 2008 in Liverpool, UK and hosted by the University of Liverpool. This brings us to the Sixth SERVSIG International Research Conference that was held in 2010 in Porto, Portugal. Lia Patrício at the University of Porto was the conference chair.

Sixth SERVSIG International Research Conference, Porto, Portugal

The University of Porto is the largest educational and research institution in Portugal and the School of Engineering (FEUP) enrolls approximately 7,000 students and operates 24 R&D units. FEUP was delighted to host the AMA SERVSIG 2010. The University of Porto and particularly FEUP have been steadily investing in service research and service education. FEUP started a pioneering Masters in Service Engineering and Management in 2007 and hosts the IBM Center of Advanced Studies in Porto with a strong focus on Service Science, Management and Engineering.

SERVSIG 2010 brought 185 participants together from 26 countries all over the globe. The conference had a global audience but also a local flavor. Evening entertainment included a visit to the Port wine cellars followed by a dinner overlooking Porto and a Douro river cruise followed by dinner on Porto’s beach side. These events were all wonderful moments for networking with the service research community and experiencing the beautiful city of Porto.

The interdisciplinary environment of SERVSIG 2010 was well reflected in a diverse set of keynote speeches. Jim Spohrer, IBM, analyzed the evolution of service science. Mary Jo Bitner, Arizona State University, discussed service research priorities. Birgit Mager, Cologne International School of Design, shared her experience as a pioneer in service design. Paulo Magalhães presented service innovation initiatives undertaken by Sonae Retail, the leading retailer in Portugal. Conference presentations included services marketing, service operations and service innovation, but also emerging topics, such as service science and service design.

This special issue of Managing Service Quality contains six of the best papers from the SERVSIG 2010 conference. These articles reflect the richness of the diverse service topics. Specifically, they cover service recovery, service environment, service organization, service technology and retail services:

  • Edvardsson, Tronvoll and Höykinpuro studied complex service recovery processes. Their field research identified four factors that influence complex service recovery processes and outcomes in double deviation situations: communication, competence, time, and service system. They also developed a theoretical conceptualization of the recovery process.

  • Lin and Liang studied the influence of social and physical service environments on customer emotions and service outcomes. In particular, these authors studied how employees displayed emotions, customer climate (social environment), ambient factors and design factors (physical environment) influence customer emotions and service outcomes.

  • Manufacturing firms are increasingly incorporating services into their offerings. Kowalkowski, Kindström and Witell analyzed how manufacturing firms change their organization when they move to service provision. These authors studied the types of organization arrangements firms pursue (internal, external or hybrid configuration), as well as the determinants of these organizational choices, such as firm, offering and market specific factors.

  • Gidhagen, Ridell and Sörhammar studied the processes through which firms orchestrate value creation in the emerging contexts where customers are active value proposers, such as the video game industry. The paper identified the different forms through which firms can orchestrate value creation, mainly by being an inspirator, a facilitator or an attendant.

  • Jarvinen and Suomi studied how retail store management perceives the dimensions and attributes of the reputation construct. They concluded that service sector reputation management might be easier if managers were able to recognize the industry-related quality dimensions of reputation and stores were more prepared for unforeseen events and negative publicity that may ruin reputation.

  • Lin and Chang integrated Technology Readiness (TR) in the Technology Acceptance Model (TAM) to study how TR influences adoption on new self-service technologies. Study findings showed that TR has a positive influence in all TAM constructs, indicating that firms should both enhance their technology offerings and reinforce TR drivers and reduce TR inhibitors.

We invite you to participate in the Seventh SERVSIG International Research Conference, which will be held June 2-4, 2012 in Helsinki, Finland. The Hanken School of Economics, Finland, will host SERVSIG 2012. Kristina Heinonen will be the conference chair and Christian Grönroos, Tore Strandvik and Peter Björk will be co-chairs. Like prior SERVSIG conferences it will be open, flexible and fun! Details on this conference are available at the SERVSIG web site: www.servsig.org

Raymond P. FiskDepartment of Marketing, McCoy College of Business Administration, Texas State University-San Marcos, San Marcos, Texas, USA

Lia Patrício Department of Industrial Engineering and Management, School of Engineering, University of Porto, Porto, Portugal

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