Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?
Lu, Vinh Nhat, Wirtz, Jochen, Kunz, Werner H, Paluch, Stefanie, Gruber, Thorsten, Martins, Antje, Patterson, Paul G
Published in Managing service quality (31.07.2020)
Published in Managing service quality (31.07.2020)
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Journal Article
Engagement platforms in the sharing economy: Conceptual foundations and research directions
Breidbach, Christoph F., Brodie, Roderick J.
Published in Journal of service theory and practice (01.01.2017)
Published in Journal of service theory and practice (01.01.2017)
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Journal Article
Engagement valence duality and spillover effects in online brand communities
Bowden, Jana Lay-Hwa, Conduit, Jodie, Hollebeek, Linda D, Luoma-aho, Vilma, Solem, Birgit Apenes
Published in Managing service quality (01.01.2017)
Published in Managing service quality (01.01.2017)
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Journal Article
Improving service quality through customer journey analysis
Halvorsrud, Ragnhild, Kvale, Knut, Følstad, Asbjørn
Published in Managing service quality (14.11.2016)
Published in Managing service quality (14.11.2016)
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Journal Article
Fintech: research directions to explore the digital transformation of financial service systems
Breidbach, Christoph F, Keating, Byron W, Lim, Chiehyeon
Published in Managing service quality (22.04.2020)
Published in Managing service quality (22.04.2020)
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Journal Article
Co-designing services with vulnerable consumers
Dietrich, Timo, Trischler, Jakob, Schuster, Lisa, Rundle-Thiele, Sharyn
Published in Managing service quality (01.01.2017)
Published in Managing service quality (01.01.2017)
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Journal Article
Investigating the influence of perceived humanization of service encounters on value creation of chatbot-assisted services
Khan, Md Irfanuzzaman, Fatima, Johra Kayeser, Bahmannia, Somayeh, Chatrath, Sarvjeet Kaur, Dale, Naomi F., Johns, Raechel
Published in Journal of service theory and practice (15.10.2024)
Published in Journal of service theory and practice (15.10.2024)
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Journal Article
Online service failure: antecedents, moderators and consequences
Adil, Mohd, Sadiq, Mohd, Jebarajakirthy, Charles, Maseeh, Haroon Iqbal, Sangroya, Deepak, Bharti, Kumkum
Published in Managing service quality (03.11.2022)
Published in Managing service quality (03.11.2022)
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Journal Article
A multilevel consideration of service design conditions: Towards a portfolio of organisational capabilities, interactive practices and individual abilities
Karpen, Ingo Oswald, Gemser, Gerda, Calabretta, Giulia
Published in Journal of service theory and practice (01.01.2017)
Published in Journal of service theory and practice (01.01.2017)
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Journal Article