In many studies the impact of social media on various brand, customer and financial performance metrics has been shown. The research question what drives social media chatter and whether a company
Service-led growth is a popular but rarely reached objective among industrial companies. However, current research analyses this important strategy mainly from a supplier perspective. Instead, we
The authors extend the seminal article by Rust and Huang (2012) by developing a dynamic simulation model that includes customer inconvenience during a service company’s transition from labor to
This study adopts a multilevel research approach drawing from both NSD project managers and participants in order to investigate how project manager’s selection of conflict-handling styles affects
In an affluent consumer society characterized by an abundance of products and information customers with high demands seek new inspiration and individual solutions. However customer inspiration (CI)
