"Futurizing" smart service : implications for service researchers and managers

Nancy V. Wuenderlich (Department of Service Management, University of Paderborn, Paderborn, Germany), Kristina Heinonen (Department of Marketing, Centre for Relationship Marketing and Service Management (CERS) Hanken School of Economics, Helsinki, Finland), Amy L. Ostrom (Department of Marketing, Arizona State University, Tempe, Arizona, USA), Lia Patricio (INESC TEC, Faculty of Engineering, University of Porto, Porto, Portugal), Rui Sousa (School of Economics and Management, Catholic University of Portugal, Porto, Portugal), Chris Voss (Department of Operations Management, Warwick Business School, Coventry, UK), Jos G. A. M. Lemmink (Department of Marketing, School of Business and Economics, Maastricht University, Maastricht, The Netherlands)