... the design of service processes from their execution, thereby shedding new light on the complex relationships among service design, employee behaviors and business outcomes. Service design Improvisation Customer heterogeneity Service typology Service performance Front-line employee behavior...

...Ahmad Beltagui; Marina Candi Purpose The purpose of this paper is to revisit prevailing notions of service quality by developing and testing a model of service quality for experience-centric services. Design/methodology/approach By problematizing the service quality literature, a model...

... requiring expert knowledge, these are subsequently refined into design methods that can be incorporated into the NPD process, and eventually design tools allow automation and efficiency. New product development Servitization Service design Business model innovation Design thinking Design...

... Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Service design Service operations Multichannel services In recent years, we have witnessed a strong growth of multichannel (MC) services. In these services, customers can execute the different interactive...

... pedagogy from a PSO perspective and shows its benefits for improving teaching operations compared to traditional lecturing. Service design Process improvement Teaching and learning Flipped learning Professional service operations How can better economic growth be facilitated and how can...

... Anderson is the corresponding author and can be contacted at: sidney.anderson@txstate.edu 04 12 2015 20 06 2016 14 10 2016 11 04 2017 18 04 2017 © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Service design Service...

... The purpose of this paper is to examine how modularity manifests in the design of services. The study brings new insights on the organization of service firms by empirically exploring and theoretically advancing the intersection of modularity and service design. The paper compares two companies...

... between customer satisfaction and customer spending behaviour is very weak and therefore, needs further investigation. Service design Operational performance Social media review Retail networks plan to offer unique experiences to customers by understanding their requirements and offering...

... 05 2016 © Emerald Group Publishing Limited 2016 Emerald Group Publishing Limited Licensed re-use rights only Service design Service operations Case study Service recovery Service recovery (SR) refers to the actions taken by organisations to deal with service failures...

... on risk attitude, geographic location of residency program, mood, and demographic data. Data on factors including age, gender, ethnicity, and primary language was also collected in order to control for their effect on the dependent variables of interest. Service design Behavioural operations...

...Rhian Silvestro; Paola Lustrato Purpose – Mass customization (MC) is a well-established strategy for providing high levels of customization while achieving the scale economies of high volume production. The purpose of this paper is to explore a new service design configuration, the “mid office...

... the examination of archival and secondary data sources. Findings – The authors find that the company tried to incorporate design features in both the product and organization to address key diffusion barriers identified through survey and consumer focus research. The study maps product/service design...

... perspective. © Emerald Group Publishing Limited 2014 Service-dominant logic Servitization Product-service systems Service design Value-in-use Value propositions Managing organisational performance in sectors such as equipment provision has become increasingly complex as competition has...