Vol. 3 No. 1 (2019)

Published February 25, 2019

Articles

Nancy V. Wünderlich, Jens Hogreve (Author)

3-11

Configuring Customer Touchpoints: A Fuzzy-Set Analysis of Service Encounter Satisfaction

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Katharina-Maria Fonferek, Michael Kleinaltenkamp, Jana Möller (Author)

12-23

Customer Engagement in the Process of Service Provision

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Laura Becker (Author)

24-36

How Leadership Co-Creation Generates a Trickle-Down Effect on Employees’ Resource Integration Behavior in Service Ecosystems: A Theoretical Framework

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Katja Rummelhagen, Martin Benkenstein (Author)

37-48

When Service Employees Should Not Go the Extra Mile: The Interaction Between Perceived Employee Effort and Customer Misbehaviour Severity

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