19 documents found, page 1 of 2

Opportunities and Challenges Raised by Customer-To-Customer Interaction to Serv...

It is widely recognized that the presence of other customers is an important social component of the servicescape with an impact on the quality of services provided and, in particularly, on customer experiences Therefore, increasing attention has been paid to customer-to-customer interaction (CCI) by management literature, both by marketing and by operations management scholars. As stressed in previous literatu...

Digitalization: A Literature Review and Research Agenda

Given the noticeable and quick progress of digitalization it is well accepted that digital practices are changing business landscapes. However, while this concept is being labelled in the literature it is also often used indistinctively. To avoid misconceptions, we propose to clarify the concept by providing an overview of the existing theory. This research is one of the first attempts to define the “digitaliza...

Modeling a successful innovation ecosystem toward a sustainable community: the ...

So far, numerous studies have exhibited Silicon Valley and other thriving innovation ecosystems by distinguishing special characteristics in which their survival rely on sustaining activities that convert them to specific regions. These regions provide ready-made grounds for networking to be innovative. Meantime, it is struggling for innovations to be transformed into measurable economic results if players enco...

Framework built on resource based view for outsourcing strategy on hiring logis...

Multichannel service failure and recovery in a O2O era: A qualitative multi-met...

This article aims to investigate how service providers are employing their channels to support the handling of customer complaints in an online to offline era. It provides a timely contribution by characterizing multichannel recovery practices, discussing its implications for customers, and discovering new trends. The study employs a qualitative multi-method research, which includes not only more than one metho...

Digital Transformation: A Literature Review and Guidelines for Future Research

The aim of this paper is to provide insights regarding the state of the art of Digital Transformation, and to propose avenues for future research. Using a systematic literature review of 206 peer-reviewed articles, this paper provides an overview of the literature. Among other things, the findings indicate that managers should adapt their business strategy to a new digital reality. This mainly results in the ad...

Omni-channel Service Architectures in a Technology-based Business Network: An E...

This article investigates the existing omni-channel service architectures in the front-office of technology-based business networks. It discusses the implications from the existing alignment between the networkpreferred channel with other channels and clients. The methodological approach is qualitative, exploratory in nature, and employs case study research in a large private retail bank in Portugal. It include...

Guidelines for Qualitative Case Research in Operations Management: A Banking Se...

This paper provides useful recommendations that may help researchers to effectively conduct their case studies in the banking service industry. This paper uses a qualitative multi-method research strategy, which combines different qualitative research methods. It contains two main sections, a systematic literature review and the authors’ experience in the banking industry over the course of eight years of in-de...

Service failure and recovery in technology-based business networks

Abstract Purpose – This paper aims to investigate how service providers are using their channels to support the handling of customer complaints in a technology-based business network (Tb2N) environment. It aims to discuss the implications from existing misalignments between the service delivery debilities and the complexity of the Tb2N recovery process. Design/methodology/approach – This study used an explorato...

A framework of actions for strong sustainability

Strong sustainability (SS) aims for the maintenance of economic, environmental, and social capital through an efficient use of resources and by replacing non-renewable natural resources with renewable ones. Despite this, there is still a grey area the academic literature and managerial practice regarding the existence of specific actions to promote SS. Therefore, the objective of this study is to advance the de...