Purpose–Management of customer participation (CP) in service production and delivery is of
critical concern for service managers, as CP can result in various positive but also negative …

This conceptual paper answers the question: How do we design service experiences in
whole to increase the well-being of all participants in the healthcare system–patients …

This study examines customer coproduction in a prolonged, complex, and negative service
context—medication adherence in chronically ill individuals. We integrate services and …

This study deepens knowledge on the implementation of core values in servicescapes by
analyzing how core value trade-offs and spillovers occur within servicescapes and how …

Since negative services are usually sought during emergencies or when problems arise or
to ensure against unwanted outcomes, they are typically accompanied by high levels of …

Nursing homes are the quintessential example of vital service captivity. Consumers need
vital services when they can no longer fulfil their basic needs on their own and their only …

In negative service environments, waiting time can serve to facilitate consumer coping.
Consequently, the very wait management strategies (such as providing duration information …

Purpose This paper aims to provide an in-depth conceptualization of service exclusion by
drawing on our exploratory research as well as thick and rich insights from the authors' …

The patient experience has moved to the forefront of health care-delivery research. The
University of Texas MD Anderson Cancer Center Department of Diagnostic Radiology …

Journey research has primarily analyzed agentic, solo travelers making rational single-
purchase decisions. In contrast, we examine a journey where consumers and their traveling …