E‐services as resources in customer value creation

Keywords

Business, Service (business), Service design, Service-dominant logic, Service level objective

References

• The effectiveness of online customer relations tools: Comparing the perspectives of organizations and customersLior Fink, Aviv Zeevi, Dov Te’eni — 2008
• Consumers' trade-off between relationship, service package, and price : an empirical study in the car industryGaby Odekerken‐Schröder, Hans Ouwersloot, Jos Lemmink — 2002
• Towards an understanding of the behavioral intention to use online news services: An exploratory studyYen‐Hao Howard Chen, David Corkindale — 2008
• Service Management and Marketing: A Customer Relationship Management ApproachChristian Grönroos — 2000
• An Integrative Approach to the Assessment of E-Commerce QualityStuart J. Barnes, Richard Vidgen — 2002
• SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml — 1988
• Customer satisfaction factors of mobile commerce in KoreaJeewon Choi, Hyeonju Seol, Sungjoo Lee — 2008
• A conceptual model of perceived customer value in e-commerce: A preliminary investigationZhan Chen, Alan J. Dubinsky — 2003
• Service logic revisited: who creates value? And who co‐creates?Christian Grönroos — 2008
• Understanding the appeal of user-generated media: a uses and gratification perspectiveGuosong Shao — 2009
• Effects of e‐service quality on loyalty intention: an empirical study in online auctionChiahui Yen, Hsi‐Peng Lu — 2008
• Strategic Bundling of Products and Prices: A New Synthesis for MarketingGerard J. Tellis, Stefan Stremersch — 2002
• A Note On The Estimation Of Cobb‐Douglas Production Functions When Some Explanatory Variables Have Zero ValuesGeorge E. Battese — 1997
• Value in use through service experienceSara Sandström, Bo Edvardsson, Per Kristensson — 2008
• Evaluating structural equation models with unobservable variables and measurement error.Claes Fornell, David F. Larcker — 1981
• Virtual communities: A marketing perspectiveKristine De Valck, Gerrit van Bruggen, Berend Wierenga — 2009
• A study of the service quality of general portalsChung-Tzer Liu, Timon C. Du, Hsiao-Hao Tsai — 2009
• Users' motivations and attitude towards the online pressCarlos Flavián, Raquel Gurrea — 2009
• Exploring consumer evaluations of e‐services: a portal siteAllard C.R. van Riel, Veronica Liljander, Petra Jurriëns — 2001
• "It is what one does": why people participate and help others in electronic communities of practiceMolly Wasko, Samer Faraj — 2000

Cited by

• Reframing the relationship between service design and operations: a service engineering approachHenri Karppinen — 2014
• Advice on Facebook: Channel effects on the evaluation of adviceDouglas E. Pruim — 2014
• Customer Value in E-Service: Conceptual Foundation and Empirical EvidenceJohanna Gummerus — 2011
• The Research Status of Value Co-creation in Service PlatformsNa Shu, Yihong Xiao — 2015
• Conceptualizing e-government service quality under credence based settings : A case of e-counseling in IndiaAmritesh, Subhas Chandra Misra, Jayanta Chatterjee — 2014
• It takes Two to Tango? Understanding the Co-production of Public Services by Integrating the Services Management and Public Administration PerspectivesStephen P. Osborne, Kirsty Strokosch — 2013
• Are My Symptoms Serious Dr Google? A Resource-Based Typology of Value Co-Destruction in Online Self-DiagnosisNichola Robertson, Michael Jay Polonsky, Lisa McQuilken — 2014
• Indicators of Customer Value for the National Technology Information ServiceSun‐Young Lee, Sanghyuk Suh, Byeong-Hee Lee — 2014
• A sharing-oriented service selection and scheduling approach for the optimization of resource utilizationZhongjie Wang, Xiaofei Xu — 2011
• The role of listening in e-contact center customer relationship managementJungkun Park, Te‐Lin Chung, Frances Gunn — 2015
• Users' motivations and attitude towards the online pressCarlos Flavián, Raquel Gurrea — 2009
• Resources for value co-creation in e-commerce: a reviewMario R. Paredes, José M. Barrutia, Carmen Echebarria — 2014
• The evolution of the S-D logic approach and its impact on service scienceRomana Olexova, Viera Kubičková — 2014
• Customer activity in serviceJacob Mickelsson — 2013
• Identifying product and process configuration requirements in a decentralised service delivery systemHenri Karppinen, Kaisa Seppänen, Janne Huiskonen — 2014
• The S-D logic phenomenon-conceptualization and systematization by reviewing the literature of a decade(2004–2013)Natalia Kryvinska, Romana Olexova, Paul Dohmen — 2013
• Evaluation and precedence of factors affects telecom service quality by AHP and fuzzy analysisAmit Chaudhary, Indu Uprety — 2015
• Contextualising co-creation of value in electronic personal health recordsLynda Andrews, Tony Sahama, Randike Gajanayake — 2014
• The orchestrating firm: value creation in the video game industryMikael Gidhagen, Oscar Persson Ridell, David Sörhammar — 2011
• A framework for a customer approach to performance measurement in a service contextJuhani Ukko, Sanna Pekkola — 2015

Related papers

• RESEARCH REPORT Service Employees Give as They Get: Internal Service as a Moderator of the Service Climate-Service Outcomes LinkKaren Holcombe Ehrhart, L. A. Witt, Benjamin Schneider — 2011
• Service employees give as they get: internal service as a moderator of the service climate-service outcomes link.Karen Holcombe Ehrhart, L. A. Witt, Benjamin Schneider — 2011
• A Study of the Problems and Countermeasures of Commercial Banking Service ManagementYan Gao — 2011
• A Study of Perceptual Difference about Service Quality between Service Providers and Users - Focused on the Administrative Services of University -Euijung Park, Hanjoo Yoo, Gwangsuk Song — 2011
• Analysis of Service Contact's Impact on Service Quality in Service IndustryNing Ding, Hui-xia Lu — 2008
• Measuring IT service quality: evaluation of IT service quality measurement framework in industryAileen Cater‐Steel, Marion Lepmets — 2014
• The empirical study on the effect of service recovery effort to service quality perception and customer satisfactionChang-Juck Suh, Yeonghoon Kwon — 2000
• Leveraging Customer Knowledge and IT Resources to Enhance Service Expertise and Service QualitySujeong Choi, Jaejon Kim, Min Qu — 2014
• Customer oriented study on service strategy to improve service qualityYong Tian, Liying Yu — 2013