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Complex engineering service systems

Journal of Service Management, Volume 25, Issue 5, October 2014.

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Strategic customer service orientation, lean manufacturing practices and...

Journal of Service Management, Volume 25, Issue 5, Page 699-723, October 2014. Purpose – The notion of achieving competitive advantage using a strategic customer service orientation (SCSO) has received...

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Customer experience from a self-service system perspective

Journal of Service Management, Volume 25, Issue 5, Page 677-698, October 2014. Purpose – A service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation...

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Solution business models based on functional modularity – the case of complex...

Journal of Service Management, Volume 25, Issue 5, Page 654-676, October 2014. Purpose – The purpose of the paper is to outline a business model for product system solutions that is based on functional...

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Customer expectations of remote maintenance services in the medical equipment...

Journal of Service Management, Volume 25, Issue 5, Page 639-653, October 2014. Purpose – Original equipment manufacturers offer maintenance services such as remote diagnostics to extend their...

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An innovative uncertainty management framework to support contracting for...

Journal of Service Management, Volume 25, Issue 5, Page 603-638, October 2014. Purpose – In the light of challenges experienced in cost estimation at the bidding stage of complex engineering services...

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Organizing complex engineering operations throughout the lifecycle

Journal of Service Management, Volume 25, Issue 5, Page 580-602, October 2014. Purpose – Strategic trends towards service operations have been widely reported in the recent literature, but...

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Experience psychology – a proposed new subfield of service management

Journal of Service Management, Volume 25, Issue 5, Page 574-577, October 2014. Purpose – In their seminal book, The Experience Economy, Pine and Gilmore point out that customers buy experiences and are...

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Learning from socially driven service innovation in emerging economies

Journal of Service Management, Volume 26, Issue 1, March 2015. Purpose This article provides insights into indigenous, solution-based business models and their relevance for inclusive service...

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Switching experience, customer satisfaction, and switching costs in the ICT...

Journal of Service Management, Volume 26, Issue 1, March 2015. Purpose Stabilizing business in highly competitive and volatile business-to-business (B2B) markets is a strategic imperative for many...

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Resource configurations for services success in manufacturing companies

Journal of Service Management, Volume 26, Issue 1, March 2015. Purpose To investigate which resources and capabilities are most important to enable large manufacturers undergoing servitization to...

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Patient value co-creation in online health communities: social identity...

Journal of Service Management, Volume 26, Issue 1, March 2015. Purpose Patient value co-creation represents a key research priority and an essential determinant of health care service outcomes. Yet few...

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Adoption of technology-based services: the role of customers’ willingness to...

Journal of Service Management, Volume 26, Issue 1, March 2015. Purpose The purpose of this manuscript is to develop and empirically evaluate an adoption model for technology-based services (TBS) that...

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Perceptions are relative: an examination of the relationship between relative...

Journal of Service Management, Volume 26, Issue 1, March 2015. Purpose There is general agreement among researchers and practitioners that satisfaction is relative to competitive alternatives....

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