Table of contents - Special Issue: Theorizing beyond the horizon: service research in 2050
Guest Editors: Byron W. Keating, Janet R. McColl-Kennedy, David Solnet
Theorizing beyond the horizon: service research in 2050
Byron W. Keating, Janet R. McColl-Kennedy, David SolnetThe purpose of this paper is to introduce the special issue of the Journal of Service Management dedicated to the Thought Leadership in Services Conference held in Brisbane…
Customer experience challenges: bringing together digital, physical and social realms
Ruth N. Bolton, Janet R. McColl-Kennedy, Lilliemay Cheung, Andrew Gallan, Chiara Orsingher, Lars Witell, Mohamed ZakiThe purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences…
Operating without operations: how is technology changing the role of the firm?
Christoph Breidbach, Sunmee Choi, Benjamin Ellway, Byron W. Keating, Katerina Kormusheva, Christian Kowalkowski, Chiehyeon Lim, Paul MaglioThe purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental…
Design for service inclusion: creating inclusive service systems by 2050
Raymond P. Fisk, Alison M. Dean, Linda Alkire (née Nasr), Alison Joubert, Josephine Previte, Nichola Robertson, Mark Scott RosenbaumThe purpose of this paper is to challenge service researchers to design for service inclusion, with an overall goal of achieving inclusion by 2050. The authors present service…
Future scenarios of the collaborative economy: Centrally orchestrated, social bubbles or decentralized autonomous?
Julia A. Fehrer, Sabine Benoit, Lerzan Aksoy, Thomas L. Baker, Simon J. Bell, Roderick J. Brodie, Malliga MarimuthuThe collaborative economy (CE), and within it, collaborative consumption (CC) has become a central element of the global economy and has substantially disrupted service markets…
Business model innovation and value-creation: the triadic way
Tor Wallin Andreassen, Line Lervik-Olsen, Hannah Snyder, Allard C.R. Van Riel, Jillian C. Sweeney, Yves Van VaerenberghBuilding on the multi-divisional business model (M-model), the purpose of this paper is to develop a better understanding of triadic business models – T-models – and how they…
Brave new world: service robots in the frontline
Jochen Wirtz, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, Antje MartinsThe service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in…
Examining how context change foster service innovation
Bo Edvardsson, Pennie Frow, Elina Jaakkola, Timothy Lee Keiningham, Kaisa Koskela-Huotari, Cristina Mele, Alastair TombsThe purpose of this paper is to explore the role of context in service innovation by developing a conceptual framework that illuminates the key elements and trends in context…
Service work in 2050: toward a work ecosystems perspective
Mahesh Subramony, David Solnet, Markus Groth, Dana Yagil, Nicole Hartley, Peter Beomcheol Kim, Maria GolubovskayaThe purpose of this paper is to explore the changing nature of the relationship between service workers and their work arrangements. Building upon classical and contemporary…
ISSN:
1757-5818e-ISSN:
1757-5826ISSN-L:
1757-5826Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully