In today's highly dynamic and interactive business environment, the role of “customer
engagement”(CE) in cocreating customer experience and value is receiving increasing …

Organizations are increasingly seeking customer participation and engagement with their
brands. Despite significant practitioner interest, scholarly inquiry into the 'customer brand …

According to service-dominant logic (SD logic), all providers are service providers, and
service is the fundamental basis of exchange. Value is co-created with customers and …

This paper explores the dialogue about innovation in public services currently found within
public policy and creates an interaction between research and practice about its strengths …

Purpose–The value proposition concept and the stakeholder perspective have received
relatively little attention within Service‐Dominant (S‐D) logic. This paper sets out to explore …

This paper considers different ways of approaching service design, exploring what
professional designers who say they design services are doing. First it reviews literature in …

Purpose–The purpose of this paper is to respond to the criticism O'Shaughnessy and
O'Shaughnessy made of service‐dominant logic in EJM, on behalf of both the paper and the …

This article arose directly from discussions at the 2nd Otago Forum on Service-Dominant
(SD) logic held at the University of Otago in December 2008. It builds on the papers …

Purpose–This paper seeks to empirically examine the relationship between corporate image
and customer satisfaction in the leisure services sector. It also aims to examine the …

This article addresses the call for empirical work to contribute to the ongoing critique of
service-dominant (SD) logic, and for an assessment of its potential reach to practitioners. It …