Turning customer satisfaction measurements into action
AbstractPurpose– The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute...
View ArticleExploring the impact of customer feedback on the well-being of service...
AbstractPurpose– Adopting the transformative service research (TSR) perspective, the purpose of this paper is to investigate the impact of positive customer feedback on the well-being of front-line...
View ArticlePreferential treatment in the service encounter
AbstractPurpose– The purpose of this paper is to examine reactions when customers in service encounters receive preferential treatment (i.e. something extra in relation to other customers). The...
View ArticleSignaling eco-certification: Implications for service coproduction and...
AbstractPurpose – The purpose of this paper is to use an eco-friendly service concept framework to demonstrate the effect of credible eco-certification signaling. Design/methodology/approach– The...
View ArticleUnderstanding value co-creation in complex services with many actors
AbstractPurpose– The purpose of this paper is to explore the concept of value co-creation in complex value networks with many actors. Electronic health records (EHRs) are innovations that warrant deep...
View ArticleMirror, mirror on the wall – how customers perceive their contribution to...
AbstractPurpose– The purpose of this paper is to investigate customer perceptions of their own contribution to service provision, in order to enhance our understanding of customer contribution and its...
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