Karim Sidaoui

• Dr.
• Professor (Assistant) at Radboud University

Purpose The purpose of this commentary is to complete the synthesis of the United Nations 17 Sustainable Development Goals (SDGs) into Seven Commentaries on Service Research Themes developed by ServCollab and the Journal of Services Marketing . As an approach to achieving SDG #17, ServCollab’s collaborative logic and design perspective for collabor...

Gamification has attracted considerable practitioner attention and has become a viable tactic for influencing behavior, boosting innovation, and improving marketing outcomes across industries. Simultaneously, studies on the use of gamification techniques have emerged in diverse fields, including computer science, education, and healthcare. Despite...

Purpose Service providers increasingly use conversational agents (CAs), such as chatbots, to effectively communicate with customers while managing interaction costs and providing round-the-clock customer service. Yet, the adoption and implementation of such agents in service contexts remains a hit-and-miss, and firms often struggle to balance their...

Customer experience (CE) is the essence of what constitutes the interaction of a service and a customer. It is multidimensional and comprised of cognitive, emotional, behavioral, sensorial, and social elements resulting from a direct or indirect interaction with a firm (Lemon and Verhoef 2016, p. 71). CE has many definitions and descriptions of its...

Purpose While customer experience (CE) is recognized as a critical determinant of business success, both academics and managers are yet to find a means to gain a comprehensive understanding of CE cost-effectively. The authors argue that the application of relevant AI technology could help address this challenge. Employing interactively prompted nar...

The phrase the “customer is always right” assumes that customers provide universal benefits for firms. However, in recent years, customer deviance is on the rise and the academic literature has provided little insight into the drivers of deviance, the actual behaviors, and strategies for how managers can better manage a customer base that cannot be...

We live in an age where we currently produce more than 2.5 quintillion bytes of data per day, and where 90% of that data was created in just the last two years (Marr, 2018). To put this into perspective, let us consider the world’s longest novel according to the Guinness World Records: ‘A la recherche du temps perdu’ (‘In Search of Lost Time’) by M...