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A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders.

Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field.

Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon.

The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders' lives and contributions as service scholars and the founders' hopes and concerns for the service research field.

Over the past two and a half decades services marketing has emerged as a well established area of inquiry in the marketing discipline. In many ways, its growth and acceptance in the academic arena are indeed noteworthy. A question arises, however, concerning the direction that services marketing as a field of study should take in the future. This article reports and content‐analyzes the insights of ten leading services scholars regarding that question. That group comprises Leonard Berry, Mary Jo Bitner, David Bowen, Stephen W. Brown, Christian Gro¨nroos, Evert Gummesson, Christopher Lovelock, Parsu Parasuraman, Benjamin Schneider, and Valarie Zeithaml. Recurring themes and provocative observations among the services experts’ comments are related and discussed. Concluding remarks are offered.

The aim of this study is to measure the effectiveness of the “Bug Investigators” pack in improving children's knowledge about micro‐organisms, hygiene and antibiotics when it is used within the National Curriculum in junior schools.

Teaching, using the “Bug Investigators” pack, was given by Gloucestershire primary school teachers. Children's general knowledge about hygiene, micro‐organisms and antibiotics was measured by questionnaire before and after lessons using the pack. A sample of 198 children aged 10 and 11 years in eight primary schools completed the questionnaires before and after teaching. A focus group was held with teachers to explore their views after using the pack.

Children's knowledge improved in all topic areas. Improved knowledge was most significant for what antibiotics do and how to use them and the value of our own good bugs (27, 31 and 16 percent improvement respectively). Knowledge about how bugs spread and hand hygiene was excellent (88 and 90 percent) before the education, but there was still 4 percent improvement in these topics. An exploratory discussion with teachers disclosed that some worksheets on viruses and resistant bacteria were too advanced for junior schools.

The study in this paper was undertaken in schools with relatively high‐level four‐science attainment, which could affect generalisability of findings.

The “Bug Investigators” teaching pack was effective at improving knowledge about micro‐organisms, hygiene and antibiotic use; it should be used more widely by junior schools. It is now a recognised teaching resource. Increased awareness of hygiene and prudent use of antibiotics should lower school absenteeism and improve antibiotic use in this generation of future adults.

Aligning employees' goals with organizational goals is an overarching objective of an organization to increase employees' outcomes and, ultimately, the firm's performance. Employees' perceived goal congruence is proposed to be an important mediator of the effect of high-performance work systems (HPWS) on organizational citizenship behaviors (OCB). In this paper, the authors proposed and tested a moderated mediation model that depicted how servant leadership increased or restrained these effects.

This study used data from 56 managers and 322 employees working in Bangladeshi organizations. The study conducted cross-level analyses using hierarchical linear modeling (HLM) to examine the hypothetical relationships among variables.

This study revealed that employees' perceived goal congruence mediated the influence of HPWS on OCB. Consistent with the moderated mediation prediction, employee-perceived goal congruence mediated the relationship between HPWS and OCB when servant leadership is high.

This study examined how and when HPWS affects OCB by incorporating perceived goal congruence and servant leadership as mediating and moderating variables, respectively.

This study aims to lay the groundwork for the potential application of value management (VM) in construction projects. This paper presents a critical review on the status of VM in a developing country and highlights the role of perceptions on critical success factors (CSFs) for the phases of VM studies, as the participants in a VM study should consider CSFs tailored to the local context.

A series of interviews and a questionnaire were conducted to understand the drivers, perceptions, barriers, and CSFs of VM in the Jordanian construction industry. Although descriptive statistics were used to analyze the status of VM, a structural equation modeling (SEM) approach was adopted to highlight the interrelationships between perceptions and the CSFs of the three phases of VM (i.e. pre-workshop, workshop, and implementation).

The descriptive analysis revealed conflicting viewpoints for perceptions and drivers. Most practitioners acknowledged little awareness of VM phases, and the SEM results indicated that perceptions of VM, in terms of its capacity in improving the scope and objectives of the project, and reducing overall costs, most strongly influenced the CSFs of the implementation phase in terms of support and clear plan for implementation, and had the least influence on the pre-workshop phase. Further, the perceptions had a moderate effect on the CSFs of the workshop phase and it tended to be positive, highlighting the importance of function analysis in this phase.

This is the first study to reveal the status of VM in Jordan in terms of adoption, drivers, perceptions, barriers and CSFs; no prior studies have investigated how perceptions can affect the CSFs of each phase of VM and the endorsement of VM by the construction industry. The contributions of this study include linking the perceptions of construction professionals with the CSFs of VM.

This study extends extant literature by establishing an integrative framework connecting different forms of HRM attributions (internal HRM well-being attributions and exploiting attributions, and external Labor Law attributions) and a specific single meta-feature of HRM system strength (consistency) to employee well-being.

In total, 279 paired and valid responses from eight manufacturing firms located in three cities in China were analyzed in this two-wave study. PROCESS macro tool was used to examine the mediating role of thriving at work and the moderating role of HRM system consistency in the relationship between HRM attributions and thriving at work.

Thriving at work mediated the relationship between internal HRM exploiting attributions, external Labor Law attributions and employee well-being. On the other hand, internal HRM well-being attributions did not indirectly influence employee well-being through thriving at work. HRM system consistency moderates the association between internal HRM attributions (rather than external Labor Law attributions) and thriving at work.

This research is only concerned with a particular form of external attributions in one country. In fact, there is a wide range of other external HRM attributions (e.g. organizational intention to imitate their competitors in today’s global economy).

Managers should understand that managing the well-being of the workforce is an important part of HRM for responsible organizations and make efforts to improve employees’ affective-motivational states.

The authors offer insights into HRM attributions research by differentiating internal attributions from external Labor Law attributions based on their disparate implications for employee well-being.

Offers the personal interpretations of authors as participant‐observers together with a data‐based analysis of the evolution of the services marketing literature. Bibliographic analysis of more than 1,000 English language, general services marketing publications, spanning four decades, provides an additional resource. Using an evolutionary metaphor as the framework, traces the literature through three stages: Crawling Out (1953‐79): Scurrying About (1980‐85); and Walking Erect (1986‐present). Shows how the literature has evolved from the early services‐marketing‐is‐different debate to the maturation of specific topics (e.g. service quality, service encounters) and the legitimization of the services marketing literature by major journals. Presents a classification and summary of publications and authors. Closes with discussion and speculation on the future of the services marketing literature.

This article examines the function of documents as a data source in qualitative research and discusses document analysis procedure in the context of actual research experiences. Targeted to research novices, the article takes a nuts‐and‐bolts approach to document analysis. It describes the nature and forms of documents, outlines the advantages and limitations of document analysis, and offers specific examples of the use of documents in the research process. The application of document analysis to a grounded theory study is illustrated.