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Reflections on context in service research

Voss, Christopher A.; Perks, Helen; Sousa, Rui; Witell, Lars - In: Journal of service management 27 (2016) 1, pp. 30-36

Persistent link: https://www.econbiz.de/10011482107

"Futurizing" smart service : implications for service researchers and managers

Wuenderlich, Nancy V.; Heinonen, Kristina; Ostrom, Amy L.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 442-447

Persistent link: https://www.econbiz.de/10011418323

High tech and high touch : a framework for understanding user attitudes and behaviors related to smart interactive services

Wünderlich, Nancy V.; Wangenheim, Florian von; Bitner, … - In: Journal of service research : JSR 16 (2013) 1, pp. 3-20

Persistent link: https://www.econbiz.de/10009751129

Understanding the role of the service counter-part in technology-mediated service co-production

Wünderlich, Nancy V.; Wangenheim, Florian v. - In: Proceedings / First International Symposium on Services …, (pp. 271-280). 2009

Persistent link: https://www.econbiz.de/10003862628

Contrasting risk perceptions of technology-based service innovations in inter-organizational settings

Paluch, Stefanie; Wünderlich, Nancy V. - In: Journal of business research : JBR 69 (2016) 7, pp. 2424-2431

Persistent link: https://www.econbiz.de/10011491008

Pathways to service system smartness for firms

Henkens, Bieke; Verleye, katrien; Larivière, Bart; … - In: Journal of service research 26 (2023) 4, pp. 521-541

Persistent link: https://www.econbiz.de/10014580306

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

Service encounters, experiences and the customer journey : defining the field and a call to expand our lens

Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280

Persistent link: https://www.econbiz.de/10011745316

Innovation inExperiential Services –An Empirical View

Voss, Chris; Zomerdijk - Advanced Institute of Management Research <London> - 2007

This report examines innovation in experiential services. These are serviceswhere the focus is on the experience of the customer when interacting with theorganisation, rather than just the functional benefits following from the productsand services delivered. The report is based on a continuing...

Persistent link: https://www.econbiz.de/10005866306

Service science : the opportunity to re-think what we know about service design

Voss, Christopher A.; Hsuan Mikkola, Juliana - In: The science of service systems, (pp. 231-244). 2011

Persistent link: https://www.econbiz.de/10009127301