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Keywords: Service system
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Journal Articles
Journal of Service Theory and Practice (2020) 30 (3): 277–306.
Published: 02 June 2020
... of actors in the service system (McColl-Kennedy et al., 2015 ; Stein and Ramaseshan, 2016). Hence, the need for studies to take a systems perspective has been emphasized (Beirão et al., 2017 ; Patrício et al., 2011 ; Van Riel et al., 2013). It is important to take...
Journal Articles
Managing Service Quality: An International Journal (2012) 22 (1): 75–97.
Published: 20 January 2012
...Yi Ding; Kai‐Hin Chai Purpose Based on associative network theory and a service systems perspective, this study aims to investigate the spillover effects of quality and customer satisfaction between products and services and, in particular, the role of customer expertise in this process. Design...
