Purpose – The aim of this paper is to contribute to the service management literature by identifying the possible relationship between customer value seen from the customer perspective and from the firm perspective, and its potential influence on the value created for the service customer. The...

In the past decade, companies and academics have become aware of the great benefits of creating value for customers. However, little empirical research has yet been conducted in the area of services with respect to how customers may differ in their perceptions of value and what variables can...

Purpose – The purpose of this paper is to contribute to the strategic management literature by identifying possible combinations of three organizational capabilities (market orientation, knowledge management, and customer relationship management). It seeks to analyze the potential interaction...

Purpose: The spread of the Internet in the business world has led to the development of new business-to-business (B2B) settings. Although a large number of companies have adopted B2B strategies, many of these fail to implement such strategies effectively. The most common barriers encompass the...

Purpose: Counter-knowledge is knowledge learned from unverified sources and can be classified as good (i.e. harmful, for instance, funny jokes) or bad (for example, lies to manipulate others’ decisions). The purpose of this study is to analyse the relationship between these two elements and...

Electronic listening (eListening) is an innovation that potentially provides patients and other users with the right answer in the right place at the right time. Thus, eListening can potentially improve service flexibility, adaptability and quality. The main purpose of this paper is to...