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Friday, April 21, 2017

Service Management Innovation

April 21, 2017. Shanghai - Providing good service is important for any company looking to develop its business over the long term, and can be a way for brands to differentiate themselves from competitors. CEIBS Professor of Operations and Supply Chain Management Zhao Xiande has co-edited a special issue of the Journal of Service Management which brings together the most impressive research papers that were presented at the 14th International Research Symposium on Service Excellence in Management (QUIS 14) which was held in Shanghai in June 2015. It was co-hosted by the CEIBS Center of Innovations in Supply Chain and Services and the Center for Service Marketing and Management at the School of Management, Fudan University. The biennial QUIS conference is one of the most important driving forces in the development of service management research, and this was the first time it was held in Asia; more than 250 thought leaders from 39 countries and regions around the world attended.

This special issue of the journal, titled “QUIS 14: Collaborative innovations in the network environment” presents eight papers that were chosen from an initial submission of 250 following several rounds of review. The papers explore various aspects of service management including the value of a smile, the impact of rewarding social media engagement, and the consequences of categorizing customers as rich or poor.

A paper co-authored by Professor Zhao, who is also Director of the CEIBS Center of Innovations in Supply Chain and Services, is among the eight chosen for the special issue. Titled “The influence of platform service innovation on value co-creation activities and the network effect,” the paper presents case studies of four Chinese companies, Tencent, SJET, Zhubajie and E-coal, as they evolved through three stages of development: emergence, expansion, and maturity. It explores the properties of their platform service innovation and its relationship to their value co-creation activities and network effect.

You can read the issue here.     

Janine Coughlin