Martelo-Landroguez, Silvia; Martin-Ruiz, David - In: Journal of Service Theory and Practice 26 (2016) 4, pp. 471-496
the different processes of knowledge management (KM) to create customer service value. Design/methodology/approach – The … sacrifices, contributing significantly to a higher perception of service value. Research limitations/implications – The study … delivery of service value. According to the research, if service firms want to improve the application of knowledge, it is …