Issues

Netnography and Qualitative Digital Methods to Advance Service Theory and Practice

Publisher's Note

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Editorial: Netnography and qualitative digital methods to advance service theory and practice

Robert Kozinets; Ulrike Gretzel
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Expanding service design research: integrating netnography for qualitative studies in critical contexts

Rosana Sanz Segura; Ignacio Garcia de Paredes; Eduardo J. Manchado-Pérez
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Development and application of an online ethnographic approach to investigate customers’ perceptions of service quality shared in online environments

Gabriela Sitz; Benjamin Biesinger; Maxim Saleschus; Karsten Hadwich
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Super-heroes at your service: navigating moral dilemmas and small business owner identity in online communities

Kelley Cours Anderson; Ashley Hass; Breanne A. Mertz; Robert E. McDonald
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Digital praxiography: a qualitative research toolkit for capturing digital service-related practices

Mattia Rainoldi; Adele Ladkin; Dimitrios Buhalis; Barbara Neuhofer
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Regular papers

Shared service centers (SSCs) and administrative cost reduction: a systematic review and research agenda

Jürgen Goth; Daniel Catala-Perez; Barbara Hedderich
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The measurement of perceived shared agency in customer–artificial intelligence interactions

Benjamin G. Voyer; Marion Sangle-Ferriere; Laszlo Sajtos; Billy Sung
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