Purpose – Service technologies are transforming the business landscape rapidly and researchers need to pay attention to the changing needs of service research and business practice. The aim of this paper is to explore the current scope of research in regards to emerging service technologies by...

Drawing from the organizational behaviour and services marketing literature, we develop a conceptual model of self-managing team (SMT) service climate, taking into account characteristics of the organizational context, the SMT, and the individual employee. In order to assess the impact of SMT...

In der Regel wird Storytelling als Management- und Marketinginstrument diskutiert. Dabei wird weitgehend übersehen, dass Kunden wichtige Geschichten erzählen. Dieser Beitrag beschreibt Charakter und Arten dieser Customer Stories, erläutert deren Relevanz und stellt mit dem Customer-...