This article uses an original three-phase approach for empirical assessment and comparative evaluation of the efficiency of university technology transfer. It is based on analysis of inputs and outputs of a disclosure phase followed by a value-add phase and a final license phase, using a...

Purpose: This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual framework and identifying future research opportunities. Design/methodology/approach: To analyze 629 articles...

Purpose: This paper aims to describe an exploratory study aiming to identify the mechanisms adopted by social enterprises for effective operations based on volunteer work. Design/methodology/approach: An inductive multiple case study method was used addressing three social enterprises whose...

Purpose: Multichannel (MC) service providers have been adopting a wide diversity of front-office service delivery models, i.e. different ways of employing channels to support the delivery of the service activities that involve customer interaction. Despite this, we are still faced with a...

Purpose: The purpose of this paper is to analyze from an adopters’ perspective the European Quality in Social Services (EQUASS) Assurance standard, a certification program to implement a quality management (QM) system specifically tailored to European social service organizations (SSO)....

Purpose: This paper aims to investigate how service providers are using their channels to support the handling of customer complaints in a technology-based business network (Tb2N) environment. It aims to discuss the implications from existing misalignments between the service delivery...

Purpose – This study aims to address the management of reverse flows in the context of service supply chains. The study builds on the characteristics of services production reported in literature to: identify diverse types of reverse flows in services supply chains, discuss key issues...

Purpose – The purpose of this paper is to investigate the existence of differences in service quality assessments across distinct retail store formats. We address customers’ quality assessments for physical aspects, personal interactions, reliability and policies dimensions in hypermarkets...