Performance effects of entrepreneurial orientation, strategic intent and absorptive capacity within coopetitive relationships
Purpose While the significance of organizational resources and capabilities is widely
discussed, little is known about their interrelationships as well as benefits for firms that are …
discussed, little is known about their interrelationships as well as benefits for firms that are …
Healthcare service failure: how dissatisfied patients respond to poor service quality
KH Um, AKW Lau - International Journal of Operations & Production …, 2018 - emerald.com
Purpose Few scholars have so far explored how healthcare service quality affects patient
dissatisfaction, leading to negative behavior responses when a healthcare service fails. The …
dissatisfaction, leading to negative behavior responses when a healthcare service fails. The …
Service delivery system design for risk management in sharing-based product service systems: a customer-oriented approach
Purpose Organizations increasingly develop and offer sharing services enabled by means
of product-service systems (PSS). However, organizations offering sharing-based PSS face …
of product-service systems (PSS). However, organizations offering sharing-based PSS face …
Designing and develo** OM research–from concept to publication
Purpose The purpose of this paper is to identify similarities and differences between
qualitative-based and quantitative-based research, and to present recommendations for …
qualitative-based and quantitative-based research, and to present recommendations for …
A customer journey perspective on service delivery system design: insights from healthcare
F Ponsignon, A Smart, L Phillips - International Journal of Quality & …, 2018 - emerald.com
A customer journey perspective on service delivery system design: insights from healthcare |
Emerald Insight Books and journals Case studies Expert Briefings Open Access Publish with …
Emerald Insight Books and journals Case studies Expert Briefings Open Access Publish with …
Service recovery system antecedents: a contingency theory investigation
Purpose The purpose of this paper is to examine the influence of different antecedent factors
(contingencies) on the design of a service recovery system (SRS). Design/methodology …
(contingencies) on the design of a service recovery system (SRS). Design/methodology …
Development and validation of a measurement scale for the experience capability construct
F Ponsignon, JS Smith, A Smart - Journal of Service Management, 2021 - emerald.com
Purpose This study aims to develop and empirically validate the concept of experience
capability, which represents an organisation's ability to be adept at managing the customer …
capability, which represents an organisation's ability to be adept at managing the customer …
The effects of services marketing mix elements on brand equity and customer response to tourists hotels in the east coast of Sri Lanka.
MIM Hilal - 2019 - 192.248.66.13
The purpose of the study was to examine the effect of the elements of extended service
marketing mix of the east coast hotels in Sri Lanka on the creation of the brand equity and …
marketing mix of the east coast hotels in Sri Lanka on the creation of the brand equity and …
Service Failure and Complaints Management: An Overview
C Orsingher, A De Keyser, D Varga… - The Palgrave Handbook …, 2022 - Springer
This chapter synthesizes existing knowledge on service failure and complaint management.
Building on a recovery journey perspective, it discusses how different organizational …
Building on a recovery journey perspective, it discusses how different organizational …
Architectures for multichannel front-office service delivery models
Purpose Multichannel (MC) service providers have been adopting a wide diversity of front-
office service delivery models, ie different ways of employing channels to support the …
office service delivery models, ie different ways of employing channels to support the …