The service-dominant logic (S-D logic) provides a novel and valuable theoretical perspective that necessitates a rethinking and reevaluation of the conventional literature on innovation. This literature is built upon a goods-dominant logic and has resulted in a restricted and out-moded...

Many service interactions require customers to actively participate, yet customers often do not participate at levels that optimize their outcomes, particularly in health care. To gain insight into how customers shape a service experience with highly uncertain outcomes, we construct a model on...

Your customers want to work for you. They are willing to help you with everything from innovation to generating additional revenue. The question is how. From 1,723 articles on co-creation, we extracted the six ways customers help firms, and the ways firms strategically compensate customers for...

Nach dem Zusammenbruch des kommunistischen Blocks und dem Ende des Kalten Krieges schien in den frühen 1990er Jahren die Demokratie zu triumphieren. Zahlreiche westliche außenpolitische Entscheidungsträger, Kommentatoren und Wissenschaftler äußerten grenzenlosen Optimismus. Der extremste...

In this paper, we draw on forgiveness theory to explain the long-term reactions of customers to service failures. We find that service failures trigger significant avoidance and revenge. Over time, however, these negative motivations gradually decrease. Time has complex effects. Even though...