Journal of Service Management: Volume 23 Issue 4

The emergence of the new service marketing: Nordic School perspectives

Evert Gummesson, Christian Grönroos

The purpose of this paper is to offer a reflective account of the emergence of new marketing theory as seen through the lens of the Nordic School of Service.

Viable service systems and decision making in service management

Ralph Badinelli, Sergio Barile, Irene Ng, Francesco Polese, Marialuisa Saviano, Primiano Di Nauta

The purpose of this paper is to highlight how systems thinking contributes to decision making in uncertain contexts that are characteristic of service systems. Based on the…

“Five Co‐s” in innovating: a practice‐based view

Tiziana Russo‐Spena, Cristina Mele

The purpose of this paper is to frame innovation as a process of co‐creation according to a practice‐based view.

Practices and experiences: challenges and opportunities for value research

Anu Helkkula, Carol Kelleher, Minna Pihlström

The purpose of this paper is to distinguish experiences from practices and relate this distinction to current developments in value research within service‐dominant (S‐D) logic…

Value co‐creation and university teaching quality: Consequences for the European Higher Education Area (EHEA)

Montserrat Díaz‐Méndez, Evert Gummesson

The purpose of this paper is to investigate value co‐creation in assessing higher education (HE) teaching quality by acknowledging the influence of all interacting parties…

Co‐creating customer‐focused solutions within business networks: a service perspective

Taru Hakanen, Elina Jaakkola

Increased competition and more extensive customer needs have motivated companies to develop integrated solutions. In practice, companies struggle to co‐create effective solutions…

The Naples Forum on Service: what’s ahead in service?

Evert Gummesson, Cristina Mele, Francesco Polese