Systems-based approach to contemporary business management: An enabler of business sustainability in a context of industry 4.0, circular economy, competitiveness …
Sustainability is a core feature of 21st-century businesses for which the management
approach can serve as a lever. Fourth Generation Management arises as a systems-based …
approach can serve as a lever. Fourth Generation Management arises as a systems-based …
Customer participation and value creation: a systematic review and research implications
Purpose–Customer participation in the creation of offerings has become a key focus in
marketing literature. This paper synthesizes extant research on the topic to enhance …
marketing literature. This paper synthesizes extant research on the topic to enhance …
Innovativeness and customer value co-creation behaviors: Mediating role of customer engagement
CH Yen, HY Teng, JC Tzeng - International Journal of Hospitality …, 2020 - Elsevier
Customer value co-creation behaviors play a crucial part in determining customer
satisfaction. However, few restaurant literatures have examined how innovativeness …
satisfaction. However, few restaurant literatures have examined how innovativeness …
Investigating the antecedents of customer brand engagement and consumer-based brand equity in social media
The current research is concerned with identifying and testing the role of three main
predictors: consumer involvement, consumer participation, and self-expressive brand on the …
predictors: consumer involvement, consumer participation, and self-expressive brand on the …
“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
The service encounter–one of the foundational concepts in service research–is
fundamentally changing due to rapid evolutions in technology. In this paper, we offer an …
fundamentally changing due to rapid evolutions in technology. In this paper, we offer an …
The dark side of AI-powered service interactions: Exploring the process of co-destruction from the customer perspective
Artificial intelligence (AI)-powered chatbots are changing the nature of service interfaces
from being human-driven to technology-dominant. As a result, customers are expected to …
from being human-driven to technology-dominant. As a result, customers are expected to …
Customer engagement in service
We develop a framework to facilitate customer engagement in service (CES) based on the
service-dominant (SD) logic. A novel feature of this framework is its applicability and …
service-dominant (SD) logic. A novel feature of this framework is its applicability and …
Value co-creation and customer citizenship behavior
Drawing on social exchange theory and the service-dominant logic framework this paper
explores the association between value co-creation and the willingness to engage in …
explores the association between value co-creation and the willingness to engage in …
The impact of value co-creation on hotel brand equity and customer satisfaction
Ó González-Mansilla, G Berenguer-Contrí… - Tourism …, 2019 - Elsevier
Value co-creation with customers has emerged as a relevant topic at both academic and
managerial level. Considering the positive outcomes derived from value co-creation, firms …
managerial level. Considering the positive outcomes derived from value co-creation, firms …
Good, better, engaged? The effect of company-initiated customer engagement behavior on shareholder value
SFM Beckers, J Van Doorn, PC Verhoef - Journal of the Academy of …, 2018 - Springer
In today's connected world, customer engagement behaviors are very important. Many
companies launch initiatives to stimulate customer engagement. However, despite evidence …
companies launch initiatives to stimulate customer engagement. However, despite evidence …