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...

El objetivo de este artículo es contribuir a la literatura al identificar las posibles combinaciones entre tres capacidades organizativas (orientación al mercado, procesos de conocimiento y gestión de la relación con el cliente) y analizar su interacción, cuyo resultado será la creación...

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...