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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

Overcoming vulnerability : channel design strategies to alleviate vulnerability perceptions in customer journeys

Wünderlich, Nancy V.; Hogreve, Jens; Chowdhury, Ilma Nur; … - In: Journal of business research : JBR 116 (2020), pp. 377-386

Persistent link: https://www.econbiz.de/10012257627

"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers

Larivière, Bart; Bowen, David E.; Andreassen, Tor W.; … - In: Journal of business research : JBR 79 (2017), pp. 238-246

Persistent link: https://www.econbiz.de/10011745302

A bricolage perspective on service innovation

Witell, Lars; Gebauer, Heiko; Jaakkola, Elina; Hammedi, Wafa - In: Journal of business research : JBR 79 (2017), pp. 290-298

Persistent link: https://www.econbiz.de/10011745390

Network orchestration for value platform development

Perks, Helen; Kowalkowski, Christian; Witell, Lars; … - In: Industrial marketing management : the international … 67 (2017), pp. 106-121

Persistent link: https://www.econbiz.de/10011822035

Characterizing customer experience management in business markets

Witell, Lars; Kowalkowski, Christian; Perks, Helen; … - In: Journal of business research : JBR 116 (2020), pp. 420-430

Persistent link: https://www.econbiz.de/10012257638

“Futurizing” smart service: implications for service researchers and managers

Wuenderlich, Nancy V.; Heinonen, Kristina; Ostrom, Amy L.; … - In: Journal of Services Marketing 29 (2015) 6/7, pp. 442-447

Purpose – The purpose of this paper is to craft a future research agenda to advance smart service research and practice. Smart services are delivered to or via intelligent objects that feature awareness and connectivity. For service researchers and managers, one of the most fascinating aspects...

Persistent link: https://www.econbiz.de/10014905836

The impacts of e-service quality on customer behaviour in multi-channel e-services

Sousa, Rui; Voss, Chris - In: Total quality management & business excellence : an … 23 (2012) 7, pp. 789-807

Persistent link: https://www.econbiz.de/10010013147

The impacts of e-service quality on customer behaviour in multi-channel e-services

Sousa, Rui; Voss, Christopher A. - In: Total quality management & business excellence : an … 23 (2012) 7, pp. 789-806

Persistent link: https://www.econbiz.de/10009625469

The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation

Sousa, Rui; Voss, Christopher A. - In: International journal of operations & production … 29 (2009) 8, pp. 834-864

Persistent link: https://www.econbiz.de/10009523754