Journal of Service Management: Volume 29 Issue 5

Theorizing beyond the horizon: service research in 2050

Byron W. Keating, Janet R. McColl-Kennedy, David Solnet

The 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 Zaki

The 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 Maglio

The 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 Rosenbaum

The 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 Marimuthu

The 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 Vaerenbergh

Building 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 Martins

The 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 Tombs

The 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 Golubovskaya

The 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…