...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...

...Domingo Ribeiro Soriano; Helena Martins Gonçalves; Patrícia Sampaio Purpose This study aims to examine the moderating effects of gender, income, age, customer involvement and length of the relationship on the customer satisfaction (CS)‐customer loyalty (CL) relationship in a contractual service...

...Anssi Smedlund Purpose In professional services, innovation occurs in the delivery. The purpose of this paper is to provide a framework for classifying innovation in professional services by taking into account the strength of the relationship with the client in addition to the incremental‐radical...

.... The medical profession exists within the ambit of services marketing. Attempts to improve the service delivery should be studied within this framework. Medical doctors are in short supply and complaints regarding the services provided are increasing. The focus of the article is on current and potential...