Table of contents
Eight challenges of servitisation for the configuration, measurement and management of organisations
Sai S. Nudurupati, David Lascelles, Gillian Wright, Nick YipThere is an extensive research literature on servitisation and the related field of product-service systems that has emerged independently from different fields including…
Managing online service recovery: procedures, justice and customer satisfaction
Jaywant Singh, Benedetta CrisafulliThe internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the internet…
Electronic word-of-mouth and information overload in an experiential service industry
Christopher Paul Furner, Robert Zinko, Zhen ZhuTrust and purchase intent are established, dependent variables in electronic commerce research. Recent studies have highlighted the importance of online product reviews in the…
Understanding consumers’ relationships with contemporary artworks through identity narratives
Georgia StavrakiThis paper focuses on the relationships that consumers develop with experiential objects in the context of the Biennale of Contemporary Art Exhibition, viewed from a dialogical…
Improving service quality through customer journey analysis
Ragnhild Halvorsrud, Knut Kvale, Asbjørn FølstadThe purpose of this paper is to propose a framework based on customer journeys for a structured portrayal of service delivery from the customer’s point of view. The paper also…
Service flexibility: conceptualizing value creation in service
Danilo Brozovic, Fredrik Nordin, Daniel KindströmThe purpose of this paper is to analyze the subject-specific literature on service and flexibility and derive a conceptualization of the linkages between provider flexibility and…
Opportunity identification and evaluation in franchisee business start-ups
Maureen Brookes, Levent Altinay, Xuan Lorna Wang, Ruth YeungThe purpose of this paper is to examine franchisees’ business start-ups from an entrepreneurial perspective, adopting a process representative of entrepreneurship to examine…
Brand meaning cocreation: toward a conceptualization and research implications
Kieran D. Tierney, Ingo O. Karpen, Kate WestbergThe purpose of this paper is to consolidate and advance the understanding of brand meaning and the evolving process by which it is determined by introducing and explicating the…
ISSN:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala