Purpose Customer experience research predominantly anchors the customer journey on a
specific offering, implying an inherently firm-centric perspective. Attending calls for a more …

Research on customer value creation in a tourism setting has tended to prioritize the firm's
over the customer's perspective. However, new understandings of customer value through …

Purpose This study examines the dualities of digital services–that is, how customers' favorite
everyday digital services can positively and negatively contribute to their well-being. Thus …

In current digitally-empowering contexts, the Integrated Marketing Communications (IMC)
paradigm may have lost its 'original'customer-centric focus. Drawing on service-dominant …

Purpose The study explores the affordances and constraints perceived by older adults
through their experiences using mobile banking apps. Design/methodology/approach …

Purpose The purpose of this paper is to develop a process model for the role transformation
of vulnerable consumers through support services. Design/methodology/approach The …

Purpose Flow is an important yet under-utilized concept to examine extraordinary
experiences in service encounters. An extensive review of extant literature revealed several …

This study addresses how non-profit organisations like art galleries participate in co-creating
value to visitors (customers), providers, and other stakeholders, and how these processes …

DESIGN FOR SERVICE Page 1 Katarina Wetter-Edman DESIGN FOR SERVICE A framework for
articulating designers’ contribution as interpreter of users’ experience d E s ig n f o r s E r v ic E K …

This paper examines how and to what extent the perspective of service productivity can be
reconciled with a central argument of service-dominant (SD) logic: the collaborative nature …