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Check out our recent commentary paper published at the Journal of Services Marketing The purpose of this paper is to discuss digital transformation and its four trajectories – digital technology, digital strategy, customer experience and data-driven business models – that could shape the next generation of services. This includes a discussion on wh…

Cambridge Service Alliance Community of Interest Meeting - April 2019 We heard from some of the world’s leading B2B and B2C firms on how digital disruption is affecting their industries, their business models and how they manage innovation. We also heard from some of the world’s leading researchers from the Universities of Cambridge and Karlstad, …

This study identifies the key themes and research priorities in servitization literature over thirteen years from 2005 and 2017, based on four major research streams (general management, marketing, operations, and service management).Servitization: A contemporary thematic review of four major research streams - by Chris Raddats , Christian Kowalkow…

This paper builds a conceptual framework to explore whether big data combined with new manufacturing technologies can facilitate redistributed manufacturing (RDM). Digitalization and the growth of big data promise greater customization as well as change in how manufacturing is distributed. Yet, challenges arise in applying these new approaches in c…

In collaboration with CTF, Service Research Center at Karlstad University, Sweden, the first Community of Interest meeting took place on the 4th April 2019.In collaboration with CTF, Service Research Center at Karlstad University, Sweden, the first Community of Interest meeting took place on the 4th April 2019 at the University of Cambridge. In thi…

HCL joined the Cambridge Service Alliance as a strategic digital services partner. Professor Andy Neely talks about the impact CSA has created over the years and how alliance members have benefited from it.

Connecting the Digital, Physical and SocialNew technologies and new business models have already changed the way organisations interact with their customers. In the not too distant future, developments such as AI, robots and virtual reality will be a completely normal part of the customer experience. However, these new ways of engaging with custome…

Congratulations to Mohamed Zaki, Professor Janet McColl-Kennedy and co-authors for receiving the 2018 Robert Johnston Award of the Journal of Service ManagementThe Journal of Service Management is delighted to announce this year’s award winners. Please join us to congratulate the CSA researchers Dr Mohamed Zaki and Professor Janet McColl-Kennedy fo…

In this webinar, Luisa Huaccho Huatuco presents the Alliance February 2019 paper on High-Value Manufacturing. In this webinar, Luisa presents the Alliance February 2019 paper on High-Value Manufacturing. The paper studies the internal mechanisms that allow organisations to become High-Value Manufacturing (HVM). Using a qualitative methodology, thre…

High Value Manufacturing (HVM) in the UK: Case studies and focus group insights by Luisa Huaccho Huatuco, Veronica Martinez-Hernandez, Thomas F. Burgess and Nicky E. ShawThis paper studies the internal mechanisms that allow organisations to become High Value Manufacturing (HVM). Using a qualitative methodology, three UK manufacturing companies form…

In this webinar, Florian presents the Alliance January 2019 paper on Business Ecosystems Mapping.In this webinar, Florian presents the Alliance January 2019 paper on Business Ecosystems Mapping. As manufacturing-firm strategies move from product-centric towards those in which a higher degree of service is associated with the product a company’s bus…

January 2019 paper on 'Using Business Ecosystems Mapping to Generate new Competitive Value Propositions'As manufacturing-firm strategies move from product-centric towards those in which a higher degree of service is associated with the product a company’s business ecosystem ‒ the collaborative network needed to build value for the customer ‒ often …

In this webinar, Tim Pearce discusses his paper on Bayesian Neural Network EnsemblesIn this webinar, Tim Pearce presents the Alliance December 2018 paper on Bayesian Neural Network Ensembles. Ensembles of neural networks (NN) have long been used to estimate predictive uncertainty; a small number of NNs are trained from different initialisations and…

December 2018 Paper on 'Bayesian Neural Network Ensembles' December 2018 Paper on 'Bayesian Neural Network Ensembles' by Tim Pearce, Mohamed Zaki and Andy NeelyEnsembles of neural networks (NN) have long been used to estimate predictive uncertainty; a small number of NNs are trained from different initialisations and sometimes on differing versions…

Webinar on Service Business Model Innovation: The Digital Twin Technology by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav BisessarIn this webinar, Veronica Martinez presents the Alliance November paper on Digital Twins. The rise of the digital technologies such as digital twins, the internet of things (Industry 4.0), augm…