... Limited 2024 Emerald Publishing Limited Licensed re-use rights only Motivations Platform Service Quality Crowd Self-determination theory Thanks to the increasing digitalization of the business environment and of the general public, it has now become easier to connect...

...Fu Yang; Jing Qian; Jun Liu Purpose The purpose of this paper is to examine the relationship between servant leadership and customer service behaviors by probing the mediating role of promotion focus and the moderating role of internal locus of control. Design/methodology/approach The authors...

...Stephan Liozu and Andreas Hinterhuber; Hannu Makkonen; Hanna Komulainen Purpose – The purpose of this paper is to shed light on perceived value for the participating actors during the new service development (NSD) process. The authors are particularly interested in how participant value emerges...

...Jay Kandampully; Ria Duddy While service quality has proved an essential ingredient in convincing customers to choose one organisation over another, many organisations have realised that maintaining excellence on a consistent basis is imperative if they are to gain customer loyalty. This long‐term...

... a service quality model to manufacturing. Examines the differences between service and manufacturing operations and highlights the difficulties which manufacturing companies have in being close to their customers. Provides definitions of quality for products and services before presenting the model...