Table of contents - Special Issue: QUIS 12: Expanding the Definition of Service Excellence and Quality in Service
Guest Editors: Rohit Verma
Customer co‐creation in service innovation: a matter of communication?
Anders Gustafsson, Per Kristensson, Lars WitellCustomer co‐creation is becoming increasingly popular among companies, and intensive communication with customers is generally seen as a determinant of the success of a new…
Co‐creation and learning in health‐care service development
Mattias Elg, Jon Engström, Lars Witell, Bozena PoksinskaThe purpose of this study is to develop and evaluate a model for patient co‐creation and learning based on diaries for use in health‐care service development. In particular, the…
How to transform consumers into fans of your brand
Benedikt Jahn, Werner KunzBrand fan pages on social networks have become very popular online services. However, empirical research on fan pages is still in its infancy. Therefore, the purpose of this study…
Customer experience modeling: from customer experience to service design
Jorge Teixeira, Lia Patrício, Nuno J. Nunes, Leonel Nóbrega, Raymond P. Fisk, Larry ConstantineCustomer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who…
Pushing the frontier of sustainable service operations management: Evidence from US hospitality industry
Jie J. Zhang, Nitin Joglekar, Rohit VermaThe purpose of this study is to develop a performance measurement system of environmental sustainability in service settings and to empirically examine the relationship between…
Reversing the green backlash in services: credible competitors help large companies go green
HaeEun Helen Chun, Michael GiebelhausenThe purpose of this research is to first demonstrate a “green backlash” effect whereby evaluations of a large service organization decrease after the organization announces a new…
Transitioning from a goods‐dominant to a service‐dominant logic: Visualising the value proposition of Rolls‐Royce
Irene Ng, Glenn Parry, Laura Smith, Roger Maull, Gerard BriscoeThe purpose of this paper is to present a visualisation of the firm's offering from a service‐dominant logic (S‐DLogic) perspective. The case of Rolls‐Royce is presented as an…
Service innovation in manufacturing
John E. Ettlie, Stephen R. RosenthalThe purpose of this paper is to report on nine in‐depth case histories of manufacturing firms introducing significant new service innovations. Manufacturing firms are under…
Service's scientific community: a social network analysis (1995‐2010)
Michele Esteves Martins, Guilherme Silveira Martins, João Mario Csillag, Susana Carla Farias PereiraThe purpose of this paper is to characterize and discuss the collaborative network formed by researchers that published about services in the top journals in Operations…
ISSN:
1757-5818Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully