Jahrgang 2 (2018), Heft 2

The digital transformation of single companies and of entire service businesses is an omnipresent topic – not only in the academic discourse but also in the current public debate. The topic is often approached phenomenologically. We invited a...

Customer engagement, a customer’s active participation in and connection with a firm’s services, has been promoted as a key driver of customer loyalty. Yet, insights on how to effectively manage engagement are scarce. This article employs an...

The purpose of this paper is to identify effective leadership behaviour that reduces frontline employees’ person-role conflicts, a hitherto rather neglected sub-dimension of role conflicts that strongly differs from externally originated role...

Services largely represent transactions through which customers gain the right to use tangible or intangible resources of service providers. In doing so, customers attain access to resources without the need to own them legally. Feelings of...