Jahrgang 3 (2019), Heft 4

Abstract_engl.

How to improve service provision in the health care sector is a question of high economic and social relevance, as the health service industry represents a major part of developed nations’ economy and health care is a service virtually everyone is...

Through increased globalization and fast changing customer demands companies need to adapt their service management constantly. Business model approaches can provide a suitable base to comprehend the service management of a company. However,...

For companies, complaints are a valuable customer reaction to dissatisfaction. They enable the company to respond to customer issues to prevent them from changing supplier or spreading negative word-of-mouth communication. Previous research...

Digitalization is a megatrend, but there is relatively little knowledge about its consequences for service work in general and specifically in knowledge-intensive business services (KIBS). We studied the impact of digitalization on psychological...