... of co-creation with customers is a fast-growing topic within the academic community, which companies are trying to master. This study aims to elucidate the range of possible co-creation strategies and identify how service firms can assess and improve co-creation to reap the most benefits...

...Cristina Calvo-Porral; Luis-Miguel Otero-Prada © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only A sample of 809 service users was analyzed through multi-group structural equation modeling, including both hedonic (bars and cafeterias, n...

... and new services, human labor substitution and/or support from artificial intelligence, extensive use of multiple technologies and smart cities are some examples of the Fourth Industrial Revolution. “Smart” factories (those that utilize cooperating physical and virtual systems of manufacturing which make...

... engagement during the production of services in a modular innovation. Modularity can be used to explain the structure and relationship in services innovation. The authors explore the theory of modularity focussing on the context of consumer engagements. They adopted ideas from product modularity...

... al. (1998) described how a business plan can act as a pedagogical instrument during a change process. The customer concept is central not only to NPM but also to quality management and process management. In the 1980s, strategies to make employee attitudes more service oriented were among...

...Göran Svensson; Carmen Padin Purpose The purpose of this paper is to describe and apply teleological approaches from complexity sciences in services. Design/methodology/approach The performance of service encounters and the outcome of service quality are dependent upon complex and dynamic...

...Johan Hultman; Richard Ek Purpose The purpose of this paper is to unlock positions regarding the goods/services dichotomy in service marketing and to offer an argument that treats goods and services on an ontologically equal basis. Design/methodology/approach A close reading of influential...

...Adelaide Ippolito Purpose The purpose of this paper is to examine how service companies can create value by developing cooperative relationships between different network actors, with particular focus on the role of the customer. Design/methodology/approach The actual analysis is preceded...