... Satisfaction Customers Quality of service Urban transport Demographic growth in the recent decades is considered one of the factors that led to a rapid urban sprawl and increased need for mobility. This situation expanded the need for motorized travel, thus increasing transport demand. Meanwhile...

...Jon Sundbo Purpose – This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from...

...Salim Moussa; Mourad Touzani Purpose This article aims to: conceptualize customer‐service firm attachment; as well as to propose a theoretical framework that provides insights into the formation and development of affectionate ties in customer‐service firm relationships. Design/methodology...

... and a structuration theory approach emphasizing an actor perspective on service innovation. Since the value of innovation unfolds in practice, this paper will use customer to denote the key actor in co‐creating value in context. Findings The paper shows how a resource constellation in a service system...