Purpose–The collective, interactive aspects of service experience are increasingly evident in
contemporary research and practice, but no integrative analysis of this phenomenon has …

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

Lateral exchange markets (LEMs) are sites of technologically intermediated exchange
between actors occupying equivalent network positions. To develop an enriched …

This paper analysed the effect of intellectual capital on small and medium-sized hotel
financial performance for the period between 2007 and 2015. Using a sample of 934 …

Recent developments in marketing and service research highlight the blurring of boundaries
between firms and customers. The concept of customer engagement (CE) aggregates the …

During recent years" gamification" has gained significant attention among practitioners and
game scholars. However, the current understanding of gamification has been solely based …

Transformative service research is particularly relevant in health care where the firm and
customer can contribute to individual as well as societal well-being. This article explores …

This article explores in-depth what health care customers actually do when they cocreate
value. Combining previously published research with data collected from depth interviews …

The underpinning logic of value co-creation in service logic is analysed. It is observed that
some of the 10 foundational premises of the so-called service-dominant logic do not fully …

Addressing the recent appreciation of value co-creation lying with multiple stakeholders
beyond the consumer, this paper explores the motives and resources for value co-creation …