The service sector is dependent upon customers' willingness to contribute their knowledge,
skills, and abilities to co-produce the service experiences they want and expect. Service …

Innovation research has resulted in various methods to classify service innovations, which
primarily feature either the degree of change or type of change. This paper develops a novel …

Abstract Service leaders have learned that it is not enough to attract customers who are
ready and willing to experience what their organizations have to offer; they must also attract …

Crowds are a commonplace encounter but the experience for participants can be highly
variable. Crowds are complex sociotechnical phenomenon, affected by many interacting …

This chapter identifies current managerial challenges and showcases how contemporary
scholarship can be of value in addressing these challenges. Mindful of the impacts of the …

The article provide options for managers to consider as ways to create a strategy for
implementing a strategy. Topics discussed include need for coherence in successfully …

ABSTRACT The Transportation Security Administration (TSA) can improve its public image
by looking at the problem from the customer's perspective. This thesis explores TSA's public …