Table of contents - Special Issue: Complex engineering service systems
Experience psychology – a proposed new subfield of service management
Richard B. Chase, Sriram DasuIn their seminal book, The Experience Economy, Pine and Gilmore point out that customers buy experiences and are willing to pay a steep premium for them and hence service…
Organizing complex engineering operations throughout the lifecycle: A service-centred view and case studies
Yufeng Zhang, Lihong ZhangStrategic trends towards service operations have been widely reported in the recent literature, but organisational capabilities to support such service-centred strategies are less…
An innovative uncertainty management framework to support contracting for product-service availability
John Ahmet Erkoyuncu, Rajkumar Roy, Essam Shehab, Elmar KutschIn the light of challenges experienced in cost estimation at the bidding stage of complex engineering services in the defence industry (e.g. contracting for availability), the…
Customer expectations of remote maintenance services in the medical equipment industry
Stefanie PaluchOriginal equipment manufacturers offer maintenance services such as remote diagnostics to extend their portfolio. The purpose of this paper is to empirically investigate…
Solution business models based on functional modularity – the case of complex capital goods
Magnus Hellström– The purpose of the paper is to outline a business model for product system solutions that is based on functional modularity.
Customer experience from a self-service system perspective
Maria Åkesson, Bo Edvardsson, Bård TronvollA service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation processes to enhance customer experiences. The purpose of this paper is…
Strategic customer service orientation, lean manufacturing practices and performance outcomes: An empirical study
Paul Hong, Ma Ga (Mark) Yang, David D. DobrzykowskiThe notion of achieving competitive advantage using a strategic customer service orientation (SCSO) has received increased research attention. The purpose of this paper is to…
ISSN:
1757-5818e-ISSN:
1757-5826ISSN-L:
1757-5826Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully