Shaping, Organizing, and Rethinking Service Innovation: A Multidimensional...
AbstractPurpose - This article reviews key research contributions that may be useful for rethinking service innovation. Service innovation is not a monolithic construct; therefore, the opportunities...
View ArticleExploring internal mechanisms forming customer servicescape experiences
AbstractPurpose - The aim of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service...
View ArticleAntecedents to Participation in Corporate Social Responsibility Programs
AbstractPurpose - In today’s competitive marketplace, companies are devoting an increasing amount of time and money to establishing themselves as socially responsible, in an effort to appeal to the...
View ArticleCollaboration competency and partner match for e-service product innovation...
AbstractPurpose - This paper describes the relationships among collaboration competency, partner match, knowledge integration mechanisms (KIMs), and e-service product...
View ArticleHow Organizational and Employee-Customer Identification, and Customer...
AbstractPurpose - In this research, the authors examine the impact of organizational and employee-customer identification on job engagement. The paper also explores the role of customer orientation in...
View ArticleShaping, organizing, and rethinking service innovation: a multidimensional...
AbstractPurpose – The purpose of this paper is to review key research contributions that may be useful for rethinking service innovation. Service innovation is not a monolithic construct; therefore,...
View ArticleExploring internal mechanisms forming customer servicescape experiences
AbstractPurpose – The purpose of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience....
View ArticleAntecedents to participation in corporate social responsibility programs
AbstractPurpose – In today's competitive marketplace, companies are devoting an increasing amount of time and money to establishing themselves as socially responsible, in an effort to appeal to the...
View ArticleCollaboration competency and partner match for e-service product innovation...
AbstractPurpose – The purpose of this paper is to describe the relationships among collaboration competency, partner match, knowledge integration mechanisms (KIMs), and e-service product innovation....
View ArticleHow organizational and employee-customer identification, and customer...
AbstractPurpose – The purpose of this paper is to examine the impact of organizational and employee-customer identification on job engagement. The paper also aims to explore the role of customer...
View ArticleA SERVICE SCIENCE APPROACH FOR IMPROVING HEALTHY FOOD EXPERIENCES
AbstractPurpose - Insufficient attention to the specific nature of healthy food experiences might limit the success of related innovations. This article adopts a value-in-use perspective to...
View ArticleService-Dominant Networks: An Evolution from the Service-Dominant Logic...
AbstractPurpose - This article seeks to advance a novel service network perspective, based on the service-dominant logic, designated as service-dominant networks (SDN)Design/methodology/approach -...
View ArticleRELATIVE IMPORTANCE OF SATISFACTION DIMENSIONS ON SERVICE PERFORMANCE - A...
AbstractPurpose - Paper seeks to examine the relevance of some existing Western motivation/job design theories in explaining employees’ service performance, termed as service orientation in delivery in...
View ArticleExplaining why employee-customer orientation influences customers’...
AbstractPurpose - The purpose of this paper is to examine why employee-level customer orientation (CO) influences the customer experience in a service setting.Design/methodology/approach - Given the...
View ArticleHow Do You Measure What You Can’t Define? The Current State of Loyalty...
AbstractPurpose - This research provides a synthesis of the normative prescriptions from the scientific literature as it relates to customer loyalty tracking and an evaluation of how close practice...
View ArticleUnderstanding Participation in Company Social Networks
AbstractPurpose - This article seeks to contribute to a better understanding of company social networks (CSNs), which constitute people connected to a company or brand through a social networking site....
View ArticleSocial layers of customer-to-customer value co-creation
AbstractPurpose - Approached from the customer-dominant [C-D] logic perspective, this paper aims to extend current value co-creation discussions by providing conceptual insights into co-creation within...
View ArticleCustomer Activity in Service
AbstractPurpose - Customer activity in service has mainly been understood within the boundaries of interactions with service providers. This paper goes beyond this view to focus on the customer’s...
View ArticleFrom Service for Free to Service for Fee: Business model innovation in...
AbstractPurpose - The purpose of the present research is to identify how business model innovation can be used to make the transition from service for free to service for fee. In particular, the focus...
View ArticleDiagnosing Service Brand Strength: Customer-Dominant Brand Relationship Mapping
AbstractPurpose - Managing service brands entails managing a portfolio of brand relationships with customers and non-customers. We develop a framework for diagnosing the strength of a service brand...
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