Hammedi, Wafa; Leclerq, Thomas; Van Riel, Allard C.R. - In: Journal of Service Management 28 (2017) 4, pp. 640-661
Purpose Gamification introduces game-like properties into routine service processes to make them more engaging for service employees and users alike. The purpose of this paper is to investigate the effects of gamification mechanics, or game design principles, on user engagement in gamified...