Edvardsson, Bo; Ng, Gloria; Zhi Min, Choo; Firth, Robert; … - In: Journal of Service Management 22 (2011) 4, pp. 540-556
Purpose – Few empirical studies have been conducted to explore the mechanisms and drivers of service exchange and value co‐creation. In particular, no study has compared a service system design informed by service‐dominant logic (SDL) with a service system design informed by...