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- 2017
- Employee pride : a multidimensional and dynamic phenomenon
- What causes imbalance in complex service networks? Evidence from a public health service
- 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