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
PDF
Katharina-Maria Fonferek, Michael Kleinaltenkamp, Jana Möller (Author)
12-23
Customer Engagement in the Process of Service Provision
PDF
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
PDF
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
PDF