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Today with an emerging experience economy, customers increasingly desire neither goods products nor service products but sensation-filled experiences (i.e., experience in use) that engage them in a personal and memorable way. Service providers appropriately interact with customers during the service delivery, and the inner expectations or experiences will directly be influenced in every encounter...
The high quality of relationship of business to business (B2B) can reduce risks and trade costs and attain double-win of each other. In B2B context, the customers of certification industry are taken as investigation object, the service quality's impacts on relationship quality is explored in this paper. On the basis of existing researches, four dimensions(process service capability, process interactive...
This study conducts three types of relational embedded configuration based on the relational embedded ties between the focal firm and its partners-customer, supplier, competitor and research institution. The effects of configurations on service innovation are contingent on service innovation types. From internal perspective, the network competence of a firm can enhance the performance of service innovation...
Over the past few years, various new service development tools and techniques have been developed. However, little is known regarding the factors influencing their adoption. The objective of this paper is to build a theoretical framework to explain the determinants of adopting NSD tools in service firms. We do so by using the theory of planned behavior (TPB) to explain the adoption behavior. TPB has...
The concept of absorptive capacity has been part of the strategy and innovation discourse for a few decades. As industry and business practices have evolved, so has the understanding of the mechanisms responsible for developing and growing the absorptive capacity of contemporary organizations. In this paper, we trace the evolution of this concept and its operationalization and measurement. We particularly...
Business Intelligence (BI) innovation may have stagnated given the combined forces of a down economy and the mergers and acquisitions that have reshaped the BI vendor space. To catalyze needed innovation, a new challenge is issued that focuses on advancing global services growth. That challenge is contextualized as one requiring piecemeal advancements within specific service industries before generalization...
The research field "Services Science" deals with the opportunities and challenges arising inside and outside of organizations in service sectors, aiming at the industrialization (global division of labor and automation) of these sectors. This goal can only be reached when the performance know-how an individual needs to execute a task can be language-critically reconstructed and managed with...
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