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Modularizing services based upon an actor-oriented logic
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- Journal Article
- A1
- open access
Implications of customer participation in outsourcing noncore services to third parties
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Moving forward and making an impact in service research : from research priorities to research methodologies
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How to engage employees at organizational frontlines? A response surface analysis of the fit/misfit-engagement model
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Unraveling heterogeneity in customer experiences with service robot constellations
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Engaging customers with smart services : a network perspective
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Engaging customers along the smart service journey: A network perspective
(2019) -
A Multi-Method Exploration of Emotions During Service Delivery through Self-Service Technology or by an Employee
(2018) -
Employee pride : a multidimensional and dynamic phenomenon
(2017) -
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers