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Special issue on The Management of Complex Engineering Service Systems

Christian Grönroos
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Editorial

Editorial

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2011 Awards for Excellence

2011 Awards for Excellence

Christian Grönroos
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Role of web site design quality in satisfaction and word of mouth generation

Young Ha; Hyunjoo Im
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Service‐driven manufacturing: Provision, evolution and financial impact of services in industrial firms

Heiko Gebauer; Guang‐Jie Ren; Aku Valtakoski; Javier Reynoso
View articletitled, Service‐driven manufacturing<span class="subtitle-colon">: </span><span class="subtitle">Provision, evolution and financial impact of services in industrial firms</span>
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Refinement of the technology readiness index scale: A replication and cross‐validation in the self‐service technology context

Jiun‐Sheng Chris Lin; Pei‐Ling Hsieh
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Customer choice of self‐service technology: the roles of situational influences and past experience

Cheng Wang; Jennifer Harris; Paul G. Patterson
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EXQ: a multiple‐item scale for assessing service experience

Philipp “Phil” Klaus; Stan Maklan
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Specifying business services: learning from software engineering

Joaquin Peña‐Siles; Maria del Mar González‐Zamora; José A.D. Machuca
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