Table of contents
The physical environment as a driver of customers' service experiences at restaurants
Ute Walter, Bo EdvardssonThe 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…
Electronic medical records: tools for competitive advantage
Rhonda J. Richards, Victor R. Prybutok, Sherry D. RyanThe purpose of this article is to present a conceptual model that posits the strategic relationships between information technology, clinic operations and physicians and the…
Towards service‐oriented organisational culture in manufacturing companies
Maaria Nuutinen, Inka LappalainenThe purpose of this paper is to bring new insight into the barriers of service business development in installed base manufacturing companies by studying the transformation from…
Quality management in research and development
Vinod Kumar, Dong‐Young Kim, Uma KumarThe purpose of this paper is to explore the nature of research topics and methodologies employed in existing studies of quality management (QM) in research and development (R&D)…
A model for assessing consumer perceptions of quality
George Kenyon, Kabir SenThe purpose of this paper is to propose a model for linking the dimensions of quality and how customers create their perceptions of quality in the products and services that they…
Customers' experiences of co‐creation during service innovation
Carina Sjödin, Per KristenssonThe purpose of this article is to present the outcome of a co‐creation service innovation project, both to understand the possible outcome when using a process model and to…
ISSN:
1756-669XOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Riadh Ladhari