We propose a method, e3-service, to reason about satisfying customer needs (problems stated by the consumer) by means of a bundle of multi-supplier service bundles (solutions from specific suppliers). The e3-service method represents customer needs, desired consequences by the customer, and the services that realize those consequences in a multi-perspective service catalogue. This catalogue is ...

With the growing recognition of the customer’s role in service creation and delivery, there is an increased impetus on building customer-centric organizations. Digital technologies play a key role in such organizations. Prior research studying digital business strategies has largely focused on building production-side competencies and there has been little focus on customer-side digital busines...

This study took the service provider’s perspective to investigate the connections among customers’ positive and negative mood states and employees’ mood, emotional labor perception, and service performance. It also examined the impact of self-monitoring and social support on these connections. We used questionnaires to survey 314 customer contact employees. We found that customer mood did affec...

Currently, customers can choose among many Cloud providers for enterprise systems. The provider selection involves several challenges to match individual customer requirements and provided service characteristics. Unfortunately, this process is not transparent and characterized by the lack of appropriate selection criteria. Research is mainly concentrated on capabilities and success factors on ...

Recent reforms in the Turkish electricity sector since 2001 aim to introduce a tariff system that reflects costs. This is expected to affect the production and consumer prices of electricity. The changes in electricity prices are then reflected in production costs in other segments of the economy. Subsequently, producer and consumer prices will be affected. The potential impact of the changes i...

The application of co-creation is important and traditionally proves that banks offer products services without taking into account the opinions recommendations customers have opportunity to remain focused on bank not be successful (Keshavarz & Jamshidi, 2018). In many organizations, especially those dealing with services, customer satisfaction considered a challenge. Customer influences lo...

Purpose: This paper adopts a conservation of resources (COR) theoretical approach to examine the process of value co-destruction (VCD) emanating from the misuse of customer resources by organisations. Design/methodology/approach: A critical incidents approach was adopted where 120 customers recounted their negative experiences. The analysis identified both the nature of resources and processes ...

Purpose: This paper adopts a conservation of resources (COR) theoretical approach to examine the process of value co-destruction (VCD) emanating from the misuse of customer resources by organisations. Design/methodology/approach: A critical incidents approach was adopted where 120 customers recounted their negative experiences. The analysis identified both the nature of resources and processes ...

Customer service is a key component of a firm’s value proposition and a fundamental driver of differentiation and competitive advantage in nearly every industry. Moreover, the relentless coevolution of service opportunities with novel and more powerful information technologies has made this area exciting for academic researchers who can contribute to shaping the design and management of future ...

According to the knowledge-based perspective of the firm and as a result of the shift from industrial to knowledge revolution, knowledge is an important asset that can be used as a tool to achieve a firm’s strategic goals in an effective way in order to achieve sustainability, competitive advantage, and other long-term benefits. On the other hand, the adoption of the “customer is the king/queen...