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Service Customization through Dramaturgy

McCarthy, Ian P. - 2010

The customization of a service often depends on the “performance” delivered by front-stage service employees. Drawing on the theory of dramaturgy and service marketing, we present a typology identifying four distinct and viable configurations for achieving different types of service...

Persistent link: https://www.econbiz.de/10013151681

Antecedents and consequences of effective customer participation : the role of customer education and service modularity

Shah, Syed Aamir Ali; Jajja, Muhammad Shakeel Sadiq; … - In: Journal of service theory and practice 33 (2023) 5, pp. 697-720

Persistent link: https://www.econbiz.de/10014339773

Script usage in standardized and customized service encounters : implications for perceived service quality

Victorino, Liana; Verma, Rohit; Wardell, Don G. - In: Production and operations management : an international … 22 (2013) 3, pp. 518-534

Persistent link: https://www.econbiz.de/10009760480

Substituting information for interaction : a framework for personalization in service encounters and service systems

Glushko, Robert J.; Nomorosa, Karen Joy - In: Journal of service research : JSR 16 (2013) 1, pp. 21-38

Persistent link: https://www.econbiz.de/10009751120

Bounded rationality in service systems

Huang, Tingliang; Allon, Gad; Bassamboo, Achal - In: Manufacturing & service operations management : M & SOM 15 (2013) 2, pp. 263-279

Persistent link: https://www.econbiz.de/10009751784

Key determinants of sustainable smartcard payment

Ziqi Liao; Shi, Xinping; Wong, Wing Keung - In: Journal of retailing and consumer services 21 (2014) 3, pp. 306-313

Persistent link: https://www.econbiz.de/10010348755

Experience psychology : a proposed new subfield of service management

Chase, Richard B.; Dasu, Sriram - In: Journal of service management 25 (2014) 5, pp. 574-577

Persistent link: https://www.econbiz.de/10010426063

On accommodating customer flexibility in service systems

He, Yu-tong; Down, Douglas G. - In: INFOR : information systems and operational research 47 (2009) 4, pp. 289-295

Persistent link: https://www.econbiz.de/10008736321

Service role and outcome as moderators in intercultural service encounters

Sharma, Piyush; Tam, Jackie L. M.; Kim, Namwoon - In: Journal of service management 26 (2015) 1, pp. 137-155

Persistent link: https://www.econbiz.de/10010504614

Customer use of virtual channels in multichannel services : does type of activity matter?

Sousa, Rui; Amorim, Marlene; Rabinovich, Elliot; … - In: Decision sciences : DS 46 (2015) 3, pp. 623-657

Persistent link: https://www.econbiz.de/10011476317