Table of contents
Perceptions are relative: An examination of the relationship between relative satisfaction metrics and share of wallet
Timothy Lee Keiningham, Bruce Cooil, Edward C Malthouse, Bart Lariviere, Alexander Buoye, Lerzan Aksoy, Arne De KeyserThere is general agreement among researchers and practitioners that satisfaction is relative to competitive alternatives. Nonetheless, researchers and managers have not treated…
Adoption of technology-based services: the role of customers’ willingness to co-create
Sven Heidenreich, Matthias HandrichThe purpose of this paper is to develop and empirically evaluate an adoption model for technology-based services (TBS) that integrates a customer’s willingness to co-create (WCC…
Patient value co-creation in online health communities: Social identity effects on customer knowledge contributions and membership continuance intentions in online health communities
Jing Zhao, Tao Wang, Xiucheng FanPatient value co-creation represents a key research priority and an essential determinant of health care service outcomes. Yet few studies empirically examine the factors that…
Resource configurations for services success in manufacturing companies
Chris Raddats, Jamie Burton, Rachel AshmanThe purpose of this paper is to investigate which resources and capabilities are most important to enable large manufacturers undergoing servitization to develop and deliver…
Switching experience, customer satisfaction, and switching costs in the ICT industry
Kurt Matzler, Andreas Strobl, Norbert Thurner, Johann FüllerStabilizing business in highly competitive and volatile business-to-business (B2B) markets is a strategic imperative for many companies. In such a context, customer retention…
Service role and outcome as moderators in intercultural service encounters
Piyush Sharma, Jackie L.M. Tam, Namwoon KimThe purpose of this paper is to introduce a comprehensive framework incorporating service roles (customer vs employee) and outcomes (failure vs success) as moderators in the…
Learning from socially driven service innovation in emerging economies
Javier Reynoso, Jay Kandampully, Xiucheng Fan, Hanna PauloseThe purpose of this paper is to provide insights into indigenous, solution-based business models and their relevance for inclusive service innovation within specific social…
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