News

July Paper by Chara Makri, on Barriers and Facilitators to Incident Reporting in Servitized Manufacturers.Barriers and Facilitators to Incident Reporting in Servitized Manufacturers Chara Makri and Andy NeelyIn April 2010, an oil rig owned by Transocean and operated on behalf of BP, exploded in the Gulf of Mexico, resulting in 11 deaths and 17 inju…

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new paper 'The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'.In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, Deputy Director, Cambridge Service Alliance, University of Cambridge, talks about his new paper 'The Fallac…

10 July 2017 - Business Ecosystems: Towards a Classification Model - Florian UrmetzerFlorian Urmetzer discusses the April Paper from the Cambridge Service Alliance, on 'Business Ecosystems: Towards a Classification Model'. Practitioners will find paper contributes to understanding B2B relationships in business ecosystems by offering a classificatio…

A new award from the Marketing Science Institute for a project on customer attrition prevention with artificial intelligence, by Dr Mohamed Zaki and Dr. Benjamin LucasMohamed Zaki (Deputy Director of the Cambridge Service Alliance) and Benjamin Lucas (Assistant Professor at Maastricht University) have been awarded a research grant by the Marketing …

Marketing Week Article by Mohamed Zaki, 12 June 2017, on Customer Satisfaction Scores.In this recent article, published by Marketing Week, Dr Mohamed Zaki discussed the issue around using customer satisfaction scores, such as NPS.‘Customer satisfaction scores cover all manner of sins’Customer satisfaction scores such as NPS hide your brand’s proble…

June Paper Release on ‘A Systems Perspective on Business Model Evolution: The Case of an Agricultural Information Service Provider in India’ by Chander VeluBusiness models are complex activity systems that summarises the architecture and logic of a business, and defines the organisation’s value proposition and its approach to value creation and cap…

The 2016 Annual Report for the Cambridge Service Alliance.The Annual Report for 2016 is now available to download. The report contains details of Alliance activities during 2016, as well as information on how the Alliance has created impact from its research.

12 June 2017 - Exploring the Journey to Services - Veronica MartinezIn this webinar Veronica discusses her recent paper on 'Exploring the Journey to Services'.  Firms are increasingly providing services to complement their product offerings. The vast majority of studies on the service journey, also known as servitization or service transition, exam…

June 2017 Cambridge Service Alliance NewsletterThe June Newsletter from the Alliance is now available.  For the FULL version click here.Find out what is in this months issue of the Cambridge Service Alliance Newsletter below:June 2017 NewsletterNew Programme!Ecosystems StrategyService Week 2017 -Bridging to new service technologyNew Deputy Director…

Special Session: Re-Distributed Manufacturing – Pathway to Impact UK and Global Perspectives, May 3rd - 5th, 2017, Taichung, Taiwan ROCThis special session invited scholars and practitioners to bring original studies that report the latest advancements in Redistributed Manufacturing (RDM) and its applications in different industry sectors, through …

Dr Mohamed Zaki has been appointed as Deputy Director of the Cambridge Service Alliance (CSA).Dr Mohamed Zaki has been appointed as Deputy Director of the Cambridge Service Alliance, to provide local leadership for the team following Professor Andy Neely’s appointment as Pro-Vice-Chancellor: Enterprise and Business Relations. Professor Neely intend…

Seminar on 'Co-creation in Living Labs: An Interorganisational Perspective' at Carlo Cattaneo University in Castellanza, Italy.Katharina Greve recently gave a seminar on 'Co-creation in Living Labs: An Interorganisational Perspective' at Carlo Cattaneo University in Castellanza, Italy. The focus of the seminar was the interaction between different …

Welcome to Alliance Visitor, Martin P Fritze, from the Institute for Marketing and Service Research at University of Rostock in Germany.We are pleased to welcome Martin Fritze to the Cambridge Service Alliance.  Martin joins us as a visitor and will be working on a joint research project with Florian Urmetzer. The project seeks to conceptually exam…

We are pleased to announce a new executive programme on Ecosystems Strategy, to be held in Cambridge on 22 November 2017This new programme builds on expertise developed in the Ecosystems, Value Mapping and Analysis Research Stream, and provides an opportunities for executives to learn first hand some of the techniques developed by the Alliance.When…

May Paper Release on ‘Bridging the Co-creation Gap Between Co-creators, Companies and Living Lab’ by Katharina Greve, Veronica Martinez and Andy NeelyLiving labs offer a new open innovation platform for companies to engage in co-creation. This study offers first insights into the operational activities, design structures and data collection approac…