The Impact of Service Improvisation Competence on Customer Satisfaction: Evidence from the Hospitality Industry
Article in Production and Operations Management (June 2019)
Managing Consumer Services
Overview of attention for book
Table of Contents
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Altmetric BadgeBook Overview
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Altmetric BadgeChapter 1 Factories or Theatres? The Future of Service
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Altmetric BadgeChapter 2 The Industrialization of Services
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Altmetric BadgeChapter 3 High Tech Versus High Touch: The Role of Human Intermediation in Information-Intensive Services
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Altmetric BadgeChapter 4 Connecting Factory to Theatre: Lessons from a Case Study
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Altmetric BadgeChapter 5 Striking the Right Balance: How to Design, Implement, and Operationalize Customer Experience Management Programs
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Altmetric BadgeChapter 6 The Design of Consumer Experiences: Managerial Approaches for Service Companies
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Altmetric BadgeChapter 7 Customer Experience and Service Design
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Altmetric BadgeChapter 8 Transitioning to Value Co-development
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Altmetric BadgeChapter 9 From Service Experiences to Augmented Service Journeys: Digital Technology and Networks in Consumer Services
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Altmetric BadgeChapter 10 Rethinking and Improving the Health Care Service Through Interactive Web Technologies
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Altmetric BadgeChapter 11 Innovation in Services: The Case of Fleury—A Diagnostic Medical Center
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Altmetric BadgeChapter 12 Factory or Theatre? Towards the Convergence
Attention for Chapter 9:
From Service Experiences to Augmented Service Journeys: Digital Technology and Networks in Consumer Services