The majority of service providers have recognized the need to develop innovative services that meet sophisticated customer needs on time. Because of structural changes in the market, rising costs and shorter lifecycles of services and technologies this has become a more demanding task than ever...

In this paper we investigate the mediating role of psychosocial benefits in the customersatisfaction/dissatisfaction formation process. Most research on this subject deals with thecausality direction of psychosocial benefits and satisfaction, sometimes preceded by anoverall functional benefit...

Purpose To promote access to their services, health-care companies provide various communication channels to their customers (beneficiaries) to enable the receipt of requests, such as authorization for examinations, procedures and hospitalizations. Under the approach of innovation studies, the...

In this inaugural issue of International Journal of Quality Innovation, the Editor-in-Chief reports the evolution of quality management and the need for innovative research for creating new quality values.

Most research on new product and service development by entrepreneurial firms takes an individual-level, prelaunch perspective or firm-level postlaunch perspective. Our study examines two components of the new product and service introduction process: how entrepreneurs’ prior knowledge...

This study proposes an alternative technique to support the design and development of products, specifically focusing on creating a new design and platform for restaurants tailored to the needs of senior adults, ensuring easy-to-access experiences. The primary aim is to effectively identify and...

Customers' evaluation of the service process has important implications for service providers. However, research on customer participation at the specification stage of a customization process and its effects on the evaluation of the process and service outcome is still scarce. This paper...

Sharing the same service environment leads to direct and indirect interactions between customers that can either enhance or damage a customer's service experience. Especially in situations where customers are observing complaint situations of others, negative effects can be transmitted to the...