Table of contents
A roadmap for driving customer word-of-mouth
Timothy Lee Keiningham, Roland T. Rust, Bart Lariviere, Lerzan Aksoy, Luke WilliamsManagers seeking to manage customer word-of-mouth (WOM) behavior need to understand how different attitudinal drivers (e.g. satisfaction, positive and negative emotion…
Service operations: what have we learned?
Liana Victorino, Joy M. Field, Ryan W. Buell, Michael J. Dixon, Susan Meyer Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi, Jie J. ZhangThe purpose of this paper is to identify research themes in service operations that have great potential for exciting and innovative conceptual and empirical work. To frame these…
Service operations: what’s next?
Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan Meyer Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi, Jie J. ZhangThe purpose of this paper is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by…
Customer-company identification transfer across service alliances
Jeremy S. Wolter, V. Myles Landers, Simon Brach, J. Joseph CroninThe purpose of this paper is to examine whether customer-company identification (CCI) can transfer from one organization to the next within the context of service alliances.
Team diversity and its management in a co-design team
Jakob Trischler, Per Kristensson, Don ScottThe purpose of this paper is to explore the conditions under which a co-design team comprised of in-house professionals and leading-edge service users can generate innovative…
A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania
Laura Di Pietro, Bo Edvardsson, Javier Reynoso, Maria Francesca Renzi, Martina Toni, Roberta Guglielmetti MugionThe purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the…
ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully