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- 2018
- Customer engagement through personalization and customization
- 2017
- Does the network fit the customer
- Unraveling service delivery networks of customers with complex service needs
- Paradoxical tensions when opting for a co-creation strategy in a collaborative setting
- 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