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"Futurizing" smart service : implications for service researchers and managers

Wuenderlich, Nancy V.; Heinonen, Kristina; Ostrom, Amy L.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 442-447

Persistent link: https://www.econbiz.de/10011418323

Reflections on context in service research

Voss, Christopher A.; Perks, Helen; Sousa, Rui; Witell, Lars - In: Journal of service management 27 (2016) 1, pp. 30-36

Persistent link: https://www.econbiz.de/10011482107

Service research priorities in a rapidly changing context

Ostrom, Amy L.; Parasuraman, A.; Bowen, David E.; … - In: Journal of service research : JSR 18 (2015) 2, pp. 127-159

Persistent link: https://www.econbiz.de/10011283713

Innovating through services, co-creation and supplier integration : cases from China

Zhang, Min; Zhao, Xiande; Voss, Christopher A.; Zhu, Guilong - In: International journal of production economics 171 (2016), pp. 289-300

Persistent link: https://www.econbiz.de/10011437386

Service science : the opportunity to re-think what we know about service design

Voss, Christopher A.; Hsuan Mikkola, Juliana - In: The science of service systems, (pp. 231-244). 2011

Persistent link: https://www.econbiz.de/10009127301

Service modularity and architecture : an overview and research agenda

Brax, Saara A.; Bask, Anu; Hsuan Mikkola, Juliana; … - In: International journal of operations & production … 37 (2017) 6, pp. 686-702

Persistent link: https://www.econbiz.de/10011702207

Contracting outsourced services with collaborative key performance indicators

Akkermans, Henk; Oppen, Willem van; Wynstra, Finn; … - In: Journal of operations management 65 (2019) 1, pp. 22-47

Persistent link: https://www.econbiz.de/10012041233

Customer use of virtual channels in multichannel services : does type of activity matter?

Sousa, Rui; Amorim, Marlene; Rabinovich, Elliot; … - In: Decision sciences : DS 46 (2015) 3, pp. 623-657

Persistent link: https://www.econbiz.de/10011476317

Service encounters, experiences and the customer journey : defining the field and a call to expand our lens

Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280

Persistent link: https://www.econbiz.de/10011745316

Customer heterogeneity in operational e‐service design attributes

Sousa, Rui; Yeung, Andy C.L.; Cheng, T.C.E. - In: International Journal of Operations & Production Management 28 (2008) 7, pp. 592-614

Purpose – This study aims to empirically examine whether heterogeneity in personal customer profiles translates to heterogeneity in the valued operational e‐service design attributes. It focuses on a key operational e‐service design attribute – service quality – by investigating...

Persistent link: https://www.econbiz.de/10014789973