Journal of Service Management: Volume 25 Issue 2

The road back to relevance: How to put marketing (and marketing scholars) back on the Top Managements’ agendas

Philipp Klaus, Bo Edvardsson

Based upon primary research, the purpose of this paper is to highlight the three main sources of frustration about the marketing scholars’ community current status quo. It…

The role of marketing in today's enterprises

Jochen Wirtz, Sven Tuzovic, Volker G. Kuppelwieser

The purpose of this paper is to explore the role of marketing in today's enterprises and examines the antecedents of the marketing department's influence and its relationship with…

Getting in with the “In” crowd: how to put marketing back on the CEO's agenda

Philipp Klaus, Bo Edvardsson, Timothy L. Keiningham, Thorsten Gruber

Despite efforts by researchers and managers to better link marketing activities with business financial outcomes, there is general agreement that by and large chief marketing…

Developing superior value propositions: a strategic marketing imperative

Adrian Payne, Pennie Frow

Scholars identify the value proposition as representing the essence of strategy and the firm's single most important organizing principle. However, research suggests less than 10…

Reinventing marketing strategy by recasting supplier/customer roles

Evert Gummesson, Hannu Kuusela, Elina Närvänen

– The purpose of this paper is to propose that the recasting of supplier and customer roles reconfigures the role of marketing.

The mental footprint of marketing in the boardroom

Tore Strandvik, Maria Holmlund, Christian Grönroos

Marketing researchers continue to debate the significance of the managerial relevance of marketing, especially in the boardrooms. Despite a growing number of published papers on…

Small details that make big differences : A radical approach to consumption experience as a firm's differentiating strategy

Ruth N. Bolton, Anders Gustafsson, Janet McColl-Kennedy, Nancy J. Sirianni, David K. Tse

Service organizations and marketers have focussed too much of their energy on their core service's performance and too little emphasis on designing a customer journey that…

The role of coordinated marketing-operations strategy in services : Implications for managerial decisions and execution

Michael Dixon, Ekaterina V. Karniouchina, Bo van der Rhee, Rohit Verma, Liana Victorino

The purpose of this paper is to discuss the importance of a coordinated marketing and operations strategy in goods and service producing business organizations. Customer…