Purpose: The purpose of this paper is to identify strategic options and challenges that arise when an industrial firm moves from providing smart service toward providing a platform. Design/methodology/approach: This conceptual study takes on a multidisciplinary research perspective that...

Purpose: This article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and...

Purpose – The purpose of this paper is to examine the nature of context and its implications for theory and research in service. Design/methodology/approach – This is a conceptual paper based on exploring existing research and theory related to context in service research. Findings – The...

Purpose: Promotional cues related to notions of fair prices or pricing designed to fit consumers’ needs are prevalent for many service offers. The purpose of this paper is to investigate how both customers’ price fairness and idiosyncratic fit perceptions shape their tariff evaluations....

Purpose – The purpose of this paper is to understand the internal branding process from the employees' perspective; it will empirically assess the relationship between internal branding and employees' delivery of the brand promise as well as the relationships among their brand identification,...

Purpose – The purpose of this paper is to understand the internal branding process from the perspective of service providers in Thailand. It will reveal the key internal branding mechanisms and empirically assess the relationship between internal branding and employees' brand attitudes and...