Understanding the influence of digitalization on service firm business model design: a qualitative-empirical analysis
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DOI: 10.1007/s11846-018-0320-1
Abstract: This paper focuses on an analysis of how service firm digitalization is reflected in the business model design. We make use of an eclectic research approach combing insights from digitalization research, service firm research, and… read more here.
Keywords: service firm; digitalization; business model; business ... See more keywords
Do service firm employee and customer relations matter for customer forgiveness in service recovery?
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DOI: 10.1108/apjml-09-2018-0355
Abstract: Purpose Customer forgiveness is gaining importance in service recovery. This study debates that service firm employees and the customers’ relations are supportive resources for the customer while deciding for forgiveness. Accordingly, the purpose of this… read more here.
Keywords: customer; customer forgiveness; service recovery; service firm ... See more keywords