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Journal Articles

Value co-creation: capturing the causal complexity of organizational capabilities

Mikèle Landry, Olivier Furrer

Journal of Service Management (2026) 37 (3): 533–559.

https://doi.org/10.1108/JOSM-05-2025-0229

Published: 29 April 2026

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Includes: Supplementary data

Journal Articles

Dimensionality of frontline employee friendliness in service encounters

Melanie F. Boninsegni, Olivier Furrer, Anna S. Mattila

Journal of Service Management (2021) 32 (3): 346–382.

https://doi.org/10.1108/JOSM-07-2019-0214

Published: 07 October 2020

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Journal Articles

Service Quality: Research Perspectives

Olivier Furrer

International Journal of Service Industry Management (2005) 16 (4): 408–410.

https://doi.org/10.1108/09564230510614121

Published: 01 September 2005

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Journal Articles

Winning at Service: Lessons from Service Leaders

Olivier Furrer

International Journal of Service Industry Management (2004) 15 (5): 515–518.

https://doi.org/10.1108/09564230410564966

Published: 01 December 2004

View article titled, Winning at Service: Lessons from Service Leaders

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Journal Articles

Services Marketing Self‐Portraits: Introspections, Reflections and Glimpses from Experts

Olivier Furrer

International Journal of Service Industry Management (2003) 14 (1): 148–151.

https://doi.org/10.1108/ijsim.2003.14.1.148.1

Published: 01 March 2003

View article titled, Services Marketing Self‐Portraits: Introspections, Reflections and Glimpses from Experts

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Journal Articles

Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy

Olivier Furrer

International Journal of Service Industry Management (2002) 13 (1): 107–111.

https://doi.org/10.1108/ijsim.2002.13.1.107.1

Published: 01 March 2002

View article titled, Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy

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Value co-creation: capturing the causal complexity of organizational capabilities

Dimensionality of frontline employee friendliness in service encounters

Service Quality: Research Perspectives

Winning at Service: Lessons from Service Leaders

Services Marketing Self‐Portraits: Introspections, Reflections and Glimpses from Experts

Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy

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Update search

Value co-creation: capturing the causal complexity of organizational capabilities

Dimensionality of frontline employee friendliness in service encounters

Service Quality: Research Perspectives

Winning at Service: Lessons from Service Leaders

Services Marketing Self‐Portraits: Introspections, Reflections and Glimpses from Experts

Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy

Email alerts

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