The goal of this research is to understand, if emotional labour is part of atypical service professions like service engineering. The protagonists of this study are service engineers, their employing organisations and customers (service triad). We are interested in the following questions: How...

The issue surrounding brand image is always fascinating to ponder. This is true not only for products/services, but also for organizations and individuals. Like it or not, individuals are prone toward creating brand image to excel in life. From the understanding on products/services, personal...

Organizations these days are turning to develop systems which lead to high performance amongst employees. Researchers are taking keen interest in this area to find out factors of HR systems that motivates employees to perform well or high. This study attempts to find out factors that generates...

Retail industry of India is in its developing stages. There is lot of competition that is increasing in different sectors of Indian retail. There is increase in organized retail, FDI in Indian retail, internet shopping, etc. is leading to many reforms in the industry. Hence, in this situation it...

Demographic change is one of the most crucial issues of our time. Owing to its importance, the topic has attracted researchers in economics and management, and made it to the top of company decision-makers agenda. This book sheds light on the demographic implications companies face. Based on an...

Zur Erstellung maßgeschneiderter Dienstleistungen ist die Mitwirkung des Kunden(Kundenintegration) unerlässlich. Dem Management von Kundenintegration auf Anbieterseitewird jedoch in der Praxis zu wenig Bedeutung beigemessen. Sie hat aberfundmentalen Einfluss auf die Effizienz und Effektivität...

Pay What You Want (PWYW) and Name Your Own Price (NYOP) are customerdriven pricing mechanisms that give customers (some) pricing power. Both have been used in service industries with high fixed capacity costs in order to appeal to additional customers by reducing prices without setting a...