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- 2016
- Customer engagement in technology-based and high-contact interfaces
- Circumventing the hidden cost of free services: lessons learnt from social media resisters
- Consumers reaction to the privacy costs of free online services – the role of consumer engagement and reactance orientation
- A taxonomy of service delivery systems: contrasting the customer and provider perspective
- Designing the customer journey in a service delivery network: evidence from cancer patient treatments
- Engaged Customers as Job Resources or Demands for Frontline Employees?
- 2015
- The quandary for service innovation in a network setting: evidence from the home care sector
- Paradoxical tensions when developing service innovations in a network setting
- The quandary for service innovation in a network setting
- The impact of professional and organizational identification on the relationship between hospital-physician exchange and customer-oriented behaviour of physicians