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Cambridge Service Alliance

At the forefront of service transformation in the digital era

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2018 Robert Johnston Award
Congratulations to Mohamed Zaki, Professor Janet McColl-Kennedy and co-authors for receiving the 2018 Robert Johnston Award of the Journal of Service Management
Located in News
Gaining Customer Experience Insights That Matter
New paper on 'Gaining Customer Experience Insights That Matter' by Janet R. McColl-Kennedy, Mohamed Zaki, Katherine N. Lemon, Florian Urmetzer and Andy Neely published at Journal of Service Research
Located in News
October 2018 paper
October 2018 paper on 'Textual Regularity Mining and Data-driven Customer Experience Analytics' by Mohamed Zaki and Benjamin Lucas
Located in News
2017 ACAM Customer Excellence Award
Dr Mohamed Zaki received the Caterpillar's ACAM Customer Excellence Award
Located in News
Mohamed Zaki won the Emerald Literati Award
Mohamed's and co-authors paper "The interplay of customer experience and commitment" published in the Journal of Services Marketing has been selected by the Emerald Editorial Team as Highly Commended in the 2018 Emerald Literati Awards
Located in News
2nd Customer Management Leadership Group Academic-Practitioner Workshop
Dr Mohamed Zaki was invited to participate in the 2nd Customer management Leadership Group Academic-Practitioner Workshop on 17-19 June at the University of Manchester.
Located in News
June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'
June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'
Located in News
Customer Experience Analytics: Dynamic Customer-Centric Model
In this paper, Mohamed Zaki and Andy Neely propose a systematic multi-methods using a text-mining approach to capture and analyze customers’ data
Located in News
Cambridge Service Alliance hosts the Service Community Event
The Cambridge Service Alliance hosted the 'Service Community Event' on the 19th April, where service professionals shared their experiences on a wide range of service topics.
Located in News
Moments of Truth in Services: AI-Neuro-marketing Perspective
Located in Research / Data and Analytics for Services