Purpose – The purpose of this paper is to examine how service companies can create value by developing cooperative relationships between different network actors, with particular focus on the role of the customer. Design/methodology/approach – The actual analysis is preceded by a review of...

Purpose – The purpose of this paper is to reflect on actions and obstacles in the conceptual transition from mainstream service management (1970‐2000s) to a new approach synthesized in service‐dominant (S‐D) logic (2000s). Design/methodology/approach – The paper takes the form of a...

Purpose – The purpose of this paper is to combine service science (service science, management and engineering, and SSME) and service dominant (S‐D) logic contributions with the network and systems‐based theories of many‐to‐many marketing proposed by Gummesson and the viable system...

Purpose – Service‐dominant (S‐D) logic and service science provide a conceptual framework to describe evolutionary pathways that companies could follow by innovating in order to overcome and rethink traditional and non‐productive ways of managing their businesses. The purpose of this...

Purpose – The purpose of this paper is to report a new kind of workshop process which aims at co‐creation across disciplines in a service research network. The case concerns Technical Research Centre of Finland (VTT) and took place from January to May, 2009. Design/methodology/approach –...

Purpose – This paper aims to discuss partitioning an air travel service encounter into touchpoints according to elements and phases, which are depth and breadth, respectively, using the conceptual framework of Le Bel. The empirical findings further the dialogue about the service encounter...

Purpose – The purpose of this paper is to explore the mediating role of emotional dissonance in the customer aggression‐job‐induced tension relationship and the role of job autonomy in buffering against the negative consequences of emotional dissonance. Design/methodology/approach – In...

Purpose – The purpose of this paper is to focus on the formation of service perceptions in services that are stressful and unpleasant for customers, e.g. healthcare services. The authors set out to show that customers' happiness, here conceptualized as a stable perception of happiness one has...

Purpose – The purpose of this study is to analyze and describe the drivers in the physical environment that help to form customers' service experiences at restaurants, as described by customers in their own words. Design/methodology/approach – A critical incident study was conducted through...

Purpose – The purpose of this paper is to describe and apply teleological approaches from complexity sciences in services. Design/methodology/approach – The performance of service encounters and the outcome of service quality are dependent upon complex and dynamic interactions between...