Purpose In banking services, how customers interact with their bank – whether it’s through the physical branch or online – plays a significant role in how they feel about the experience. It’s not just about performing the service; it’s also about building trust, keeping them committed...

Purpose: This study aims to analyze the context of experience within a service ecosystem to understand how the different actors at a specific event, namely, a wedding, interact and contribute to co-create value. Design/methodology/approach: A case study was used as a research strategy. Content...

Purpose The purpose of this paper is to study the influence of intellectual capital on a firm’s absorptive capacity (ACAP), and of ACAP on product innovation. The authors argue that intellectual capital and other sets of intangible assets are mobilized by firms through dynamic capabilities...

Purpose The purpose of this paper is to identify and assess the perception of customers (students) about the services provided by Brazilian universities, through the identification of the attributes that impact on customer satisfaction and the dimensions or factors related to quality in...

Purpose: The purpose of this paper is to analyze the management practices that contribute to single and double cycles of organizational learning in the vocational education of the Brazilian higher education technology courses (HETC), and to study the learning outcomes that result through the...

Purpose: The purpose of this paper is to analyze customer loyalty in the context of existing relationships between Brazilian banking service provider and its customers in the context of B2C (Business-to-Consumer) relationships. Hence, a theoretical model was proposed and tested with banking...

Purpose: The purpose of this study is to highlight the understanding of the consequent factors of new services development (NSD) in the literature owing to the impact on organizational competitiveness, especially in professional services, such as that investigated by health plan operators in...