This paper investigates the Critical innovation characteristics that influence the acceptability of a new pharmaceutical product format as perceived by medical service providers. Professional service providers act as quot;surrogate adoptersquot; as they decide about the adoption of a product...

Summary This paper studies the practices of "service productization" by analyzing the discourse used by practitioners in small professional service firms. The study makes a contribution by describing practices that managers draw upon to cope with the abstract, elusive nature of the professional...

Purpose: This study explores how value co-creation occurs at a network level in a service system comprising representatives of business, consumer, and community actors. The research centres on the following questions: 1) what kind of operand and operant resources are contributed and integrated...

Purpose: In the contemporary hospitality industry, superior customer experiences are essential in gaining customer loyalty and achieving a competitive advantage. However, limited research addresses this subject. The purpose of this study is to advance scholarly research on customer experience...