The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implication for companies with a focus on product development and product sales. This paper looks at new service development (NSD) literature and argues for design...

Success in human resource management (HRM) depends on the question of whether applied practices of HRM meet specific contingency factors and are appropriately configured. Using this argument, the present article examines HRM in professional service firms (PSFs) in pursuit of three objectives....

Service organizations try to control the service behavior of employees using formal guidelines, training and instructions. However, the specific actions that are performed during the service encounters are predominantly under the discretion of the individual frontline employee. Therefore, the...

Polish Abstract: Intensyfikacja zjawisk konkurencyjnych w czasach spowolnienia gospodarczego w drugiej dekadzie XXI wieku przyniosła zmianę perspektyw postrzegania i oceny jakości badań marketingowych. Celem artykułu jest analiza czynników wpływających na ocenę jakości usług...

Based on economic and ecological criteria this paper proposes an evaluation framework for the provision of green electricity for charging plug-in electric vehicles in Germany, using the Analytic Hierarchy Process (AHP) approach for a Multi-Criteria Decision Analysis. The frame-work allows for a...

This work is centered on the validating of Yi and Gong's 2013 scale for measuring value co-creation behavior from the customer's perspective. The recommendations of Camisón and Bou (2000) are followed. To do so, the measurement instrument's flexibility and validity are valued, using a sample of...

Government of India launched a ‘Swadesh Darshan Scheme’ in January 2015 that pinpoints 13 designated circuits including Ramayana circuit, Krishna Circuit, Buddhist Circuit, and Spiritual Circuit to promote religious and cultural tourism in the country. Kurukshetra is a ‘Holy City’ of...

The orientation to customer satisfaction is not a recent phenomenon, many very successful business people from the beginning of the 20th century, such as Sir Henry Royce, a name synonymous with Rolls-Royce vehicles, stated the first principle regarding customer satisfaction, “Our interest in...

Service quality has been a topic of extensive inquiry for decades that has emerged in form of self-service which has profound effects on the way customers interact with firms to create positive service outcomes i.e., customer convenience, security, and behavioral intentions. This study focuses...