... inclusion Service wisdom While we adopted Daston’s rules as models of logic, we chose to label our rules as “standards” because the word “standards” has more specific connotations than the general word “rules.” This choice was also influenced by the two articles published in the 1980s. In 1985...

... of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders. Design/methodology/approach Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown...