This paper takes the concept of integrated services to meet individual user needs one step further, by addressing how integrated services can be delivered over the Web in a service chain involving multiple partners. Moreover, a framework is developed and applied to enable fulfilment of...

Purpose – The purpose of this paper is to elucidate the pathways that can enhance pharmacy‐to‐customer engagements, and give capacity to build closely aligned customer interface systems. Design/methodology/approach – A nationwide, pharmacy and customer, dual survey‐based service value...

Purpose – Innovation in services is thought to be multi‐dimensional in nature, and in this context the purpose of this paper is to present and operationalise the concept of “elevated service offerings” (ESO) in collaborating service organisations. ESO stands for new or enhanced service...