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...

Innovation in education has been heavily focused on pedagogical, technological, or regulatory elements, while service innovation relates to other elements involving interpersonal and community co-production too. This paper provides a conceptual framework to understand innovation in education...

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...

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...

The sector business services contributes directly and indirectly to aggregate economic growth in Europe. The direct contribution comes from the sector’s own dynamism. Though the business-services industry appears to be characterised by strong cyclical volatility, there was also a strong...

A pervasive trend that characterised the past two decades of European economic growth is that the share in the economy of commercial services, and particularly business services, grows monotonically, and this mainly to the expense of the manufacturing sector. The structural shift reflects a...