This paper deals with a quantitative assessment of strategy content and strategy process characteristics. The framework used is based on the concept of strategic logics. The empirical study involves six organizations in The Netherlands. Both the content and the process dimension of...

Purpose: Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them. A possible explanation is that conversational agents do not make...

Purpose: Service technologies are transforming the business landscape rapidly. This paper aims to explore the current scope of research in regard to emerging service technologies by comparing the content of articles in academic journals with practitioner-oriented publication outlets....

Effective measurement and analysis of service quality are an essential first step in its improvement. This paper discusses the development of neural network models for this purpose. A valid neural network model for service quality is initially developed. Customer data from a SERVQUAL survey at...

Purpose – Brand alliances take various forms, yet academic research has not investigated how value spillovers differ between partners. The purpose of this paper is to address psychological mechanisms to uncover consumers’ perceptions of a service alliance when a strong service brand partners...