van der Burg, Robbert-Jan; Ahaus, Kees; Wortmann, Hans; … - In: Journal of Service Management 30 (2019) 6, pp. 739-765
Purpose: Technological developments and new customer expectations of immediacy have driven businesses to adopt on-demand service models. The purpose of this paper is to study the characteristics of a range of on-demand services in order to better understand the meaning of “on-demand” and...