1 - 6 of 6 articles
The purpose of this paper is to explore the doer effect of service failure (SF), good prior experience (GPE) and recovery on overall customer satisfaction and repurchase intentions for multi-agents in tourism service supply chain (TSSC). It specifically focuses on internal and external failure...
Previous studies offer two contradictory propositions for the influence of customer participation on service failure attribution. The purpose of this paper is to solve this theoretical inconsistency by incorporating the concept of self-efficacy into its theoretical...
The purpose of this paper is to identify the key elements of professional identity in service work in order to provide more in-depth theoretical explanations as to why service workers do as they do while co-creating service.Design/methodology/approachThis study takes a multi-perspective on...
Drawing from the theory of relationship dynamics, the purpose of this paper is to investigate how the relationship life cycle moderates the link between relationship quality and customer value co-creation. As customer-firm relationships pass through different stages (exploration, buildup,...
Service matching is defined in this paper as the process of combining a new service with one or more existing services. A recurring problem for service designer is to match new services with existing ones. This process may be seen as the fundamental action for the development of a service...
The purpose of this paper is to introduce ecotones to the service literature as a conceptual extension of the service ecosystem (SE) framework.Design/methodology/approachTo synthesise the contribution, an illustrative empirical case study with research of nine organisations and their service...
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