Beyond Customer Service: Renewing Service Research in Management

Management research conducted within service settings has yielded several key insights regarding the critical role of boundary spanning customer service roles in assuring customer satisfaction, and the role played by service organizations in fostering high levels of customer service. However, recent developments in marketing, strategy, and practitioner literatures, as well as advancements in technology are beginning to broaden our view of services management. Our international panel of service researchers (Bowen, Grandey, Pugh, Subramony, van Jaarsveld, and Yagil) will engage the audience in understanding these developments and highlight research opportunities for OB and HRM scholars interested in the study of services.