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Keywords: Service excellence
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Journal Articles
Journal of Service Theory and Practice (2026) 36 (3): 357–411.
Published: 01 January 2026
... service design innovation, optimizes stakeholder experiences, reduces systemic frictions and fosters inclusive outcomes that contribute to service excellence in resource-constrained contexts. Design/methodology/approach A sequential mixed-methods approach was employed. In-depth interviews with SME...
Journal Articles
Managing Service Quality: An International Journal (2012) 22 (5): 447–464.
Published: 31 August 2012
...Matthias Gouthier; Andreas Giese; Christopher Bartl Purpose As customer expectations expand and as product offerings hardly differ from each other, service excellence has gained in importance as a means of enhancing customer loyalty. The aim of this paper is to focus on expanding and extending...
