As economies in developed and developing countries are increasingly driven by services, the introduction of new services to satisfy customers and improve firm value is becoming a critical issue for managers in both services- and goods-dominant firms. However, prior research on innovation has...

This research examines the relationship between service design and citizen satisfaction with e-government services. Based on a multidimensional conceptualization of service, we define three key service perceptions, each comprising different design characteristics, that jointly influence...

Stand der Forschung zu Kundenbegeisterung im Dienstleistungskontext -- Konzeptualisierung und Operationalisierung eines Messmodells für begeisternde Serviceinnovationen -- Entwicklung des Wirkungsmodells für begeisternde Serviceinnovationen -- Empirische Analyse des Mess- und Wirkungsmodells.