Purpose This paper aims to explore the determinants of perceived internal service complexity in internal service encounters. In this context, the nature of internal service complexity is considered, to identify its promoting and limiting factors, as well as its non-linear effects on internal...

Purpose Relationship marketing scholars and managers have recognized the potential of customer engagement to enhance business performance and customer value. Therefore, the purpose of this paper is to examine the effects that different types of customer engagement behaviors have on their...

Purpose – Health service quality is an important determinant for health service satisfaction and behavioral intentions. The purpose of this paper is to investigate requirements of e‐health services and to develop a measurement model to analyze the construct of “perceived e‐health service...

Subject and Characteristics of Customer-Dominant Logic -- From Customer-Dominant Logic to Customer-Dominant Management - Theoretical Foundation of Customer-Dominant Logic -- Core Elements of Customer-Dominant Logic. - Customer-Dominant Logic as a Management Approach -- Market Research in...

Inhaltsverzeichnis Vorwort V Teil A: Wissenschaftliche Beiträge 1. Grundlagen des Service Value Manfred Bruhn und Karsten Hadwich Service Value - Eine...