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Cambridge Service Alliance

At the forefront of service transformation in the digital era

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New Paper - Digital transformation: harnessing digital technologies for the next generation of services
Check out our recent commentary paper published at the Journal of Services Marketing
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New paper - Redistributed Manufacturing and the Impact of Big Data: A Consumer Goods Perspective
This paper builds a conceptual framework to explore whether big data combined with new manufacturing technologies can facilitate redistributed manufacturing (RDM).
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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
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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
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New book published: Exploring Service Science
9th International Conference, IESS 2018, Karlsruhe, Germany, September 19–21, 2018, Proceedings
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October 2018 paper
October 2018 paper on 'Textual Regularity Mining and Data-driven Customer Experience Analytics' by Mohamed Zaki and Benjamin Lucas
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2017 ACAM Customer Excellence Award
Dr Mohamed Zaki received the Caterpillar's ACAM Customer Excellence Award
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July Webinar by Christoph Peters on Modular Service Structures for AI Services
9 July 2018 - Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models - by Christoph Peters and Mohamed Zaki.
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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
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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.
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