Table of contents - Special Issue: QUIS 14: collaborative innovations in the network environment
Guest Editors: Xiande Zhao, Rohit Verma
Value cocreation in service ecosystems: Investigating health care at the micro, meso, and macro levels
Gabriela Beirão, Lia Patrício, Raymond P. FiskThe purpose of this paper is to understand value cocreation in service ecosystems from a multilevel perspective, uncovering value cocreation factors and outcomes at the micro…
The role of staff engagement in facilitating staff-led value co-creation
Bill Merrilees, Dale Miller, Raisa YakimovaThe study extends customer-led co-creation research to the related staff-led value co-creation domain. In particular, the purpose of this paper is to investigate the role of staff…
Poor and rich customers in the service encounter
Magnus SoderlundThe purpose of this study is to examine categorization leakage from employees in service encounters in terms of indications that the customer has been categorized as either poor…
Smile for a while: the effect of employee-displayed smiling on customer affect and satisfaction
Tobias OtterbringThe purpose of this paper is to investigate the effect of employee-displayed smiling on customers’ affective states (pleasure, arousal, and dominance) and satisfaction. Building…
Exploring the impact of rewarded social media engagement in loyalty programs
Lena-Marie Rehnen, Silke Bartsch, Marina Kull, Anton MeyerNew approaches in loyalty programs try to activate membership by rewarding not just financial transactions but also customer engagement. The purpose of this paper is to analyze…
Does one size fit all? New service development across different types of services
Elina Jaakkola, Thomas Meiren, Lars Witell, Bo Edvardsson, Adrienne Schäfer, Javier Reynoso, Roberta Sebastiani, Doris WeitlanerThe extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply for all services, and has failed to sufficiently…
The influence of platform service innovation on value co-creation activities and the network effect
Wenhui Fu, Qiang Wang, Xiande ZhaoThe purpose of this paper is to explore the properties of platform service innovation and its relationship to value co-creation activities and the network effect. This is done…
Providing feedback to service customers: The effect of the presentation order and repetition of feedback types
Shinyoung Kim, Sunmee Choi, Rohit VermaIn services, customers’ successful performance of expected roles is critical to ensuring successful service outcomes. To help customers perform their roles better, service…
ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully