Drengner, Jan; Jahn, Steffen; Furchheim, Pia - In: Journal of Service Management 29 (2018) 4, pp. 703-734
Purpose: Flow is an important yet under-utilized concept to examine extraordinary experiences in service encounters. An extensive review of extant literature revealed several conceptual concerns that have contributed to a blurred understanding of flow. The purpose of this paper is to develop a...