„…da ist Musik drin“ – so charakterisiert Reichwald (2004, S. 35) die Thematik der Internationalisierungvon Dienstleistungen. Die Erfolgsstory der Media-Saturn-Gruppe,die im Jahr 2004 im europäischen Ausland 69 neue Märkte eröffnet hat und für ihreInternationalisierungsstrategie auf...

Scholarly understanding of customer journeys has evolved from a linear, single service provider perspective to encompass complex service delivery networks that involve multiple touchpoints governed by various service providers. This intricate setting often gives rise to experiential pain points...

The increasing introduction of intelligent, interactive robots in the service industry raises concerns about the potential dehumanization of service provision and its influences on corporate brand perceptions. To avoid adverse effects, new service development (NSD) managers seemingly favor...

There are both formal and informal cries that UTAUT and by association the stream of research on technology adoption has reached its limit, with little or no opportunities for new knowledge creation. Such a conclusion is ironic because the theory has not been sufficiently and suitably...