Complex engineering service systems
Journal of Service Management, Volume 25, Issue 5, October 2014.
View ArticleStrategic customer service orientation, lean manufacturing practices and...
Journal of Service Management, Volume 25, Issue 5, Page 699-723, October 2014. Purpose – The notion of achieving competitive advantage using a strategic customer service orientation (SCSO) has received...
View ArticleCustomer experience from a self-service system perspective
Journal of Service Management, Volume 25, Issue 5, Page 677-698, October 2014. Purpose – A service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation...
View ArticleSolution business models based on functional modularity – the case of complex...
Journal of Service Management, Volume 25, Issue 5, Page 654-676, October 2014. Purpose – The purpose of the paper is to outline a business model for product system solutions that is based on functional...
View ArticleCustomer expectations of remote maintenance services in the medical equipment...
Journal of Service Management, Volume 25, Issue 5, Page 639-653, October 2014. Purpose – Original equipment manufacturers offer maintenance services such as remote diagnostics to extend their...
View ArticleAn innovative uncertainty management framework to support contracting for...
Journal of Service Management, Volume 25, Issue 5, Page 603-638, October 2014. Purpose – In the light of challenges experienced in cost estimation at the bidding stage of complex engineering services...
View ArticleOrganizing complex engineering operations throughout the lifecycle
Journal of Service Management, Volume 25, Issue 5, Page 580-602, October 2014. Purpose – Strategic trends towards service operations have been widely reported in the recent literature, but...
View ArticleExperience psychology – a proposed new subfield of service management
Journal of Service Management, Volume 25, Issue 5, Page 574-577, October 2014. Purpose – In their seminal book, The Experience Economy, Pine and Gilmore point out that customers buy experiences and are...
View ArticleLearning from socially driven service innovation in emerging economies
Journal of Service Management, Volume 26, Issue 1, March 2015. Purpose This article provides insights into indigenous, solution-based business models and their relevance for inclusive service...
View ArticleSwitching experience, customer satisfaction, and switching costs in the ICT...
Journal of Service Management, Volume 26, Issue 1, March 2015. Purpose Stabilizing business in highly competitive and volatile business-to-business (B2B) markets is a strategic imperative for many...
View ArticleResource configurations for services success in manufacturing companies
Journal of Service Management, Volume 26, Issue 1, March 2015. Purpose To investigate which resources and capabilities are most important to enable large manufacturers undergoing servitization to...
View ArticlePatient value co-creation in online health communities: social identity...
Journal of Service Management, Volume 26, Issue 1, March 2015. Purpose Patient value co-creation represents a key research priority and an essential determinant of health care service outcomes. Yet few...
View ArticleAdoption of technology-based services: the role of customers’ willingness to...
Journal of Service Management, Volume 26, Issue 1, March 2015. Purpose The purpose of this manuscript is to develop and empirically evaluate an adoption model for technology-based services (TBS) that...
View ArticlePerceptions are relative: an examination of the relationship between relative...
Journal of Service Management, Volume 26, Issue 1, March 2015. Purpose There is general agreement among researchers and practitioners that satisfaction is relative to competitive alternatives....
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