... product systems. It develops the idea of suppliers assuming responsibility for larger functional wholes in the delivery of large capital goods. Research limitations/implications – Future research should strive to further validate and falsify the proposed model, and for other product systems too...

...Lance A. Bettencourt; Kevin Gwinner Emphasizes that customizing the delivery of service on the frontline is a key to customer satisfaction. Offers insight into frontline customization by offering specific research propositions to guide future empirical inquiry. Explores the issues of how frontline...