...Elina Jaakkola; Harri Terho Purpose The quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service...

... and Gopal, 2010), which are covered in the next sub-section. © Emerald Group Publishing Limited 2014 Risk Risk analysis Service delivery Uncertainty management Uncertainty Services management Cost management Contracting for availability Life cycle cost estimation...

... incidents Experimental research Service delivery Satisfaction formation involves a dynamic phenomenon (Bolton, 1998 ; Bolton and Lemon, 1999), especially satisfaction with extended service encounters. That is, single service encounters may last for an extended duration (e.g. several hours...

...Jiun‐Sheng Chris Lin; Cheng‐Yu Lin Purpose The purpose of this paper is to examine the phenomenon of emotional contagion in service encounters by proposing and testing an empirical model of the antecedents and consequences of affective service delivery by employees. Design/methodology/approach...

... to identify ways to address and reduce them. Design/methodology/approach The case study approach was used to capture the dynamics of OBCs in B2B service delivery. The challenges and risks were explored using qualitative approaches such as in‐depth interviews, and findings were abstracted through grounded...

... in widely divergent ways (Teo and Pian, 2004). As internet innovations continue to be a critical component of customer‐firm interactions, e‐services are expected to become key criteria for a firm's competitive advantage and long‐term business success. Service delivery Technology led strategy...

... extant research further by outlining a causal mechanism rather than correlational connections between organizational practices and consumer satisfaction. © Emerald Group Publishing Limited 2005 Consumer satisfaction Human resource strategies Service industries Service delivery...

... and tangible products in EC operations are presented based on the classification of products and delivery channel options and three cases are investigated to illustrate the newly developed matrices. Findings The fit between two dimensions (characteristics of product/service, service delivery processes...

... and the client. A conceptual framework has been developed for service delivery negotiation process based on review of literature and analysis of results from a survey conducted to study the existing approaches being practiced by the industrial organizations to negotiate a service contract. © Emerald Group...

... and the service provider. Finally, the results suggest that affective commitment might reduce the spill‐over effects of service failures to future loyalty behaviors. The implications for retention management strategies are briefly discussed. © Emerald Group Publishing Limited 2004 Service delivery...

... illustrates the relationship between customer participation and service providers' perceived workload. While participating in the service delivery process, customers serve as partial employees. Bowen and Ford (2002) considered that service providers who co‐produce an intangible product...

... Emerald Group Publishing Limited 2004 Service control Service delivery Specific performance standard Consumer research The concept of expectations plays an important role in most contemporary discussions of service quality. Despite this widespread use of the term, there is still much...

... that can have an impact on the nature and the strength of the relationships between structural complexity and customer satisfaction. As we discuss in the next section, the type of ownership can be an important contingency factor. Service delivery Customer satisfaction Services In order...

...Nick Llewellyn; Colin Armistead This paper explores evidence of “social capital” within the service delivery process of a large telecommunications company. It considers the extent to which a specific business process exhibited structural, relational and cognitive features of social capital, which...

.... At the same time, it is acknowledged that the evaluation of service delivery often depends on the so‐called “service encounter”, or the time of interaction between the service firm and customer. Extensive research has been conducted in the field of traditional face‐to‐face encounters, but no attempt has yet...

...Samuel Wathen; John C. Anderson Service delivery requires the reception and processing of customer information. To deliver a service that satisfies customers, service job design should consider information needed to complete service delivery tasks. The objective here is to determine if the quantity...