Purpose: This paper aims to develop and apply a service design method that allows for stronger recognition and integration of human activities into the front-end stages of the service design process. Design/methodology/approach: Following a discussion of different service design perspectives...

Purpose: Service-dominant logic acknowledges that actors can influence how service ecosystems evolve through institutional work, but empirical research is only nascent. This paper advances understanding of ecosystem change by proposing that dynamic capabilities are a special type of operant...

Purpose – The purpose of this paper is to examine reactions when customers in service encounters receive preferential treatment (i.e. something extra in relation to other customers). The examination is conducted in a social context that allows the customer to compare what he or she receives...