The Service Innovation Alliance Research
UQ Business School is a world leader in service research. With a strong team of academics actively engaged in services projects, few institutions can rival the breadth of our work.
UQ Business School’s research in service innovation is recognised internationally not only for the quality of our work, but for its practical application to businesses.
Our research helps service organisations to improve productivity, train and manage their workforce, measure and manage customer experience, explore new ideas and successfully introduce new technologies.
The SIA aligns with The University of Queensland’s research strengths in healthy ageing, technology for tomorrow, and transforming societies. We work with a diverse scope of government and industry partners including visitor attractions, hotels, resorts and service providers worldwide.
The research theme is underpinned by three interconnected areas of focus; customer experience, service workforce and service innovation.
Customer experience research looks to understand customer needs, emerging markets, experience co-creation and design. It also has an important focus on technology trends, including understanding customer responses to service robots, artificial intelligence, machine learning and address digital privacy issues.
Service workforce focuses on understanding future labour market challenges, such as future workforce skills and the impacts of automation, mobile technologies and self-service technology, productivity and emerging changes in employee-organisational relationships.
Service innovation explores service model design, measurement of service outcomes and digital technologies. We help service organisations to understand and implement technology trends, including how customers respond to robots and using big data to personalise their services.
Co-Lead Janet McColl-Kennedy recently presented as one of the Australian and New Zealand Marleting Academy (ANZMAC) Fellows at a Special “Fellows session” to mark the 20th birthday of the Academy, held in Adelaide. You can find her slides on Service Research – past 20 years and the big topics for the next 20 years HERE.