| The role of staff engagement in facilitating staff-led value co-creation
|
2017 |
Merrilees, Bill |
| The influence of platform service innovation on value co-creation activities and the network effect
|
2017 |
Fu, Wenhui |
| A multidimensional service-value scale based on Holbrook's typology of customer value : bridging the gap between the concept and its measurement
|
2017 |
Gallarza, Martina G. |
| Customer experience design : a case study in the cultural sector
|
2017 |
Ponsignon, Frederic |
| Why are Generation Y consumers the most likely to complain and repurchase?
|
2017 |
Soares, Raquel Reis |
| Accelerating employee-related scholarship in service management : research streams, propositions, and commentaries
|
2017 |
Subramony, Mahesh |
| Service innovations breaking institutionalized rules of health care
|
2017 |
Wallin, Arto Juhani |
| Toward a public service management : past, present, and future directions
|
2017 |
Hodgkinson, Ian R. |
| The changing role of the health care customer : review, synthesis and research agenda
|
2017 |
McColl-Kennedy, Janet R. |
| Uncovering the structures and maturity of the new service development research field through a bibliometric study : (1984-2014)
|
2017 |
Mendes, Glauco H. S. |
| Smile for a while : the effect of employee-displayed smiling on customer affect and satisfaction
|
2017 |
Otterbring, Tobias |
| Providing feedback to service customers : the effect of the presentation order and repetition of feedback types
|
2017 |
Kim, Shinyoung |
| The impact of service bundles on the mechanism through which functional value and price value affect WOM intent
|
2017 |
Ranaweera, Chatura |
| Internet of Things : understanding trust in techno-service systems
|
2017 |
Harwood, Tracy |
| Business service outsourcing in manufacturing firms : an event study
|
2017 |
Eggert, Andreas |
| Consumer control in service recovery : beyond decisional control
|
2017 |
Joosten, Herm |
| Showcasing the diversity of service research : theories, methods, and success of service articles
|
2017 |
Benoit, Sabine |
| The role of customers in co-creating m-services in the O2O model
|
2017 |
Hsieh, Jung-Kuei |
| Measuring customer experience in physical retail environments
|
2017 |
Bustamante, Juan Carlos |
| Poor and rich customers in the service encounter
|
2017 |
Söderlund, Magnus |
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