Javier Reynoso

Strategy and Leadership

Expertise
  • Estrategia de Servicio-Service Strategy
  • Customer-Centered and Service-Driven Organizations
  • Servicios en la Manufactura - Service-Drive Organizations
  • Desarrollo de Nuevos Servicios - New Service Development (NSD)
  • Innovación de Servicios en la Base de la Pirámide

"All organizations are service organizations".

 

Professor Emeritus

Javier Reynoso

Biography

Professor Javier Reynoso is a researcher, advisor, and advocate of teaching activities in the service management field in Mexico and Latin America. He has presented his works at the most important international service management conferences in Europe, United States, Canada, Australia, Singapore, Taiwan, and China. He has represented Mexico as an associate researcher in the International Service Study, as well as in the research project Service Management at the Base of the Pyramid. His contributions to the services field have been published in books and journals in the United States, Europe, and China. 

He is a member of the editorial board and Research Review Editor of the Journal of Service Management, and member of the editorial board of the Journal of Service Research (USA) of the Journal Forum Empresarial (Puerto Rico) and the Journal of Management Research (USA). He is a also co-author of Administración de Servicios (Service Administration), the first text book published in Spanish on the subject. 

Professor Reynoso has been guest professor at the University of Tampa, San Diego, South Florida, and Arizona State (USA), Cambridge and Exeter (United Kingdom), Karlstad and Stockholm (Sweden), Swedish School of Economics (Finland), Carlos III and Instituto de Empresa (Spain), INCAE (Costa Rica), Auckland (New Zealand), Monash (Australia), Meiji (Japan), Fudan and Beijing (China). 

He has been a member of the Service Operations Management Association, the International Academy of Services, and is a founding member of the Latin American Academy of Marketing Scholars. He also launched the Latin American Academy of Service Management initiative. He has designed and coordinated the postgraduate program of the Specialty in Service Management at EGADE and the Certificate of Professional Concentration in Service Management on the Monterrey campus.

Professor Javier Reynoso is a researcher, advisor, and advocate of teaching activities in the service management field in Mexico and Latin America. He has presented his works at the most important international service management conferences in Europe, United States, Canada, Australia, Singapore, Taiwan, and China. He has represented Mexico as an associate researcher in the International Service Study, as well as in the research project Service Management at the Base of the Pyramid. His contributions to the services field have been published in books and journals in the United States, Europe, and China. 

He is a member of the editorial board and Research Review Editor of the Journal of Service Management, and member of the editorial board of the Journal of Service Research (USA) of the Journal Forum Empresarial (Puerto Rico) and the Journal of Management Research (USA). He is a also co-author of Administración de Servicios (Service Administration), the first text book published in Spanish on the subject. 

Professor Reynoso has been guest professor at the University of Tampa, San Diego, South Florida, and Arizona State (USA), Cambridge and Exeter (United Kingdom), Karlstad and Stockholm (Sweden), Swedish School of Economics (Finland), Carlos III and Instituto de Empresa (Spain), INCAE (Costa Rica), Auckland (New Zealand), Monash (Australia), Meiji (Japan), Fudan and Beijing (China). 

He has been a member of the Service Operations Management Association, the International Academy of Services, and is a founding member of the Latin American Academy of Marketing Scholars. He also launched the Latin American Academy of Service Management initiative. He has designed and coordinated the postgraduate program of the Specialty in Service Management at EGADE and the Certificate of Professional Concentration in Service Management on the Monterrey campus.

Education

Ph.D. in Service Management
Manchester Business School, University of Manchester

Ph.D. in Service Management
Manchester Business School, University of Manchester

Awards & Honors

  • Member of the Mexican Academy of Sciences (since 2016)

  • SNI (Sistema Nacional de Investigadores), Level II Conacyt  (2013-2016 and 2017-2021)

  • International Fellow, Service Research Center, Karlstad University, Suecia

  • Christian Grönroos Service Research Award (2013)

  • Teaching and Investigation Labor Award. Tecnológico de Monterrey (1999, 2005 y 2013)

  • First Latin American researcher to be invited to belong to the Global Faculty Network of the Center for Services Leadership of Arizona State University (2013)

  • Selected by Revista América Economía as one of the 15 best business school professors from Latin America (2012)

  • Rómulo Garza Award. Tecnológico de Monterrey (2012)

  • Visiting International Fellow (VIF), University of Cambdrige, 2010 • Medalla de la European Foundation for Quality Management (1996)

  • Member of the Mexican Academy of Sciences (since 2016)

  • SNI (Sistema Nacional de Investigadores), Level II Conacyt  (2013-2016 and 2017-2021)

  • International Fellow, Service Research Center, Karlstad University, Suecia

  • Christian Grönroos Service Research Award (2013)

  • Teaching and Investigation Labor Award. Tecnológico de Monterrey (1999, 2005 y 2013)

  • First Latin American researcher to be invited to belong to the Global Faculty Network of the Center for Services Leadership of Arizona State University (2013)

  • Selected by Revista América Economía as one of the 15 best business school professors from Latin America (2012)

  • Rómulo Garza Award. Tecnológico de Monterrey (2012)

  • Visiting International Fellow (VIF), University of Cambdrige, 2010 • Medalla de la European Foundation for Quality Management (1996)

Selected publications

  1. Carrillo, F., Edvardsson, B., Reynoso, J. and Maravillo, E. (2019), "Alignment of resources, actors and contexts for value creation", International Journal of Quality and Service Sciences, Vol. 11 No. 3, pp. 424-438

  2. Valtakoski, A.; Reynoso, J.; Maranto, D.; Edvardsson, B.; Maravillo-Cabrera,E. (2019) "Cross-country differences in new service development: The moderating effects of national culture". Journal of Service Management, 30 (2) 186-208

  3. Reynoso, J.; Cabrera, K. (2019) "Managing informal service organizations at the base of the pyramid (BoP)". Journal of Services Marketing, 33 (1) 112-124

  4. Di Pietro, L; Edvardsson, B; Reynoso, J; Renzi, MF; Toni, M; Mugion, RG (2018) "A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania". Journal of service management, 29 (1) 146-175

  5. Rubalcaba, L.; Lagunes, H. & Reynoso, J. (2018) Service innovation in developing economies in A Research Agenda for Service Innovation. Edward Elgar.

  6. Barile, S., Lusch, R., Reynoso, J., Saviano, M., & Spohrer, J. (2016). Systems, networks, and ecosystems in service research. Journal of Service Management, 27(4), 652-674.

  7. Gebauer, H., & Reynoso, J. (2013). An agenda for service research at the base of the pyramid. Journal of Service Management, 24(5), 482-502.

  8. Rubalcaba, L., Michel, S., Sundbo, J., Brown, S. W., & Reynoso, J. (2012). Shaping, organizing, and rethinking service innovation: a multidimensional framework. Journal of Service Management, 23(5), 696-715.

  9. Lovelock, C., Reynoso, J. D'Andrea, G., Huete, L., Wirtz, J. (2011), Administración de Servicios: Estrategias para la creación de valor en el nuevo paradigma de los negocios, Prentice Hall. Esta obra actualmente cuenta con 2 ediciones publicadas (2004, 2011) y una en imprenta (2018).

  10. Reynoso, J., & Moores, B. (1995). Towards the measurement of internal service quality. International Journal of Service Industry Management, 6(3), 64-83.

  1. Carrillo, F., Edvardsson, B., Reynoso, J. and Maravillo, E. (2019), "Alignment of resources, actors and contexts for value creation", International Journal of Quality and Service Sciences, Vol. 11 No. 3, pp. 424-438

  2. Valtakoski, A.; Reynoso, J.; Maranto, D.; Edvardsson, B.; Maravillo-Cabrera,E. (2019) "Cross-country differences in new service development: The moderating effects of national culture". Journal of Service Management, 30 (2) 186-208

  3. Reynoso, J.; Cabrera, K. (2019) "Managing informal service organizations at the base of the pyramid (BoP)". Journal of Services Marketing, 33 (1) 112-124

  4. Di Pietro, L; Edvardsson, B; Reynoso, J; Renzi, MF; Toni, M; Mugion, RG (2018) "A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania". Journal of service management, 29 (1) 146-175

  5. Rubalcaba, L.; Lagunes, H. & Reynoso, J. (2018) Service innovation in developing economies in A Research Agenda for Service Innovation. Edward Elgar.

  6. Barile, S., Lusch, R., Reynoso, J., Saviano, M., & Spohrer, J. (2016). Systems, networks, and ecosystems in service research. Journal of Service Management, 27(4), 652-674.

  7. Gebauer, H., & Reynoso, J. (2013). An agenda for service research at the base of the pyramid. Journal of Service Management, 24(5), 482-502.

  8. Rubalcaba, L., Michel, S., Sundbo, J., Brown, S. W., & Reynoso, J. (2012). Shaping, organizing, and rethinking service innovation: a multidimensional framework. Journal of Service Management, 23(5), 696-715.

  9. Lovelock, C., Reynoso, J. D'Andrea, G., Huete, L., Wirtz, J. (2011), Administración de Servicios: Estrategias para la creación de valor en el nuevo paradigma de los negocios, Prentice Hall. Esta obra actualmente cuenta con 2 ediciones publicadas (2004, 2011) y una en imprenta (2018).

  10. Reynoso, J., & Moores, B. (1995). Towards the measurement of internal service quality. International Journal of Service Industry Management, 6(3), 64-83.

Contact

e-mail
jreynoso@tec.mx
Phone
+52 (81) 8625 6000 ext. 6179