The objective of this eBook is to bring service experience co-creation into the spotlight and to present state-of-the-art research that advances our understanding of this phenomenon and provides future directions for researchers and practitioners. As a whole, this eBook serves as an opening to...

Purpose – The purpose of this paper is, firstly, to review existing schools of thought and to identify present research fields in new service development (NSD) and service innovation research, and, secondly, to discuss future research opportunities. Design/methodology/approach – The...

Purpose – The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implications for companies with a traditional focus on product development and product sales. Design/methodology/approach – The paper looks at new...

Purpose – This paper aims to increase the understanding of networks within the service‐dominant logic (S‐D logic) and to demonstrate the importance of interaction between network actors as a driving force behind the co‐creation process. Design/methodology/approach – The paper uses rich...

Purpose – The main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts. Design/methodology/approach – The relative importance of traditional and automated service quality...

Purpose – The purpose of this paper is to explore the patterns of service strategy changes in manufacturing firms and indicates how each pattern is interrelated with modifications in organizational design elements. Design/methodology/approach – The paper draws on a longitudinal study using a...

Purpose – The purpose of this paper is to examine if there is a relationship between the interdependence among different components of service culture and performance. This paper also contributes to the discussion on how integrating or separating the service organization from the product...

Purpose – While personality is often deemed important, few studies have examined the relationship between general mental ability (GMA) and job performance for entry‐level service employees. As such, the present study aims to examine the impact of GMA, along with the Big Five personality...