... misalignment in the mental pictures that managers, employees and customers have of the service. The study demonstrates how the process of articulating a shared service concept reduces these challenges. Design/methodology/approach A narrative methodology is used to analyze the perspectives of old management...

... Narrative Consumer behaviour The following discussion considers in more detail whether value is constructed from an individual or social perspective, who defines the context and object of value co‐creation, and the temporal nature of value. We use the context of car washing to illustrate our...