From self-service to super-service: a resource mapping framework for co-creating value by shifting the boundary between provider and customer-Reference-Cited by-同舟云学术

From self-service to super-service: a resource mapping framework for co-creating value by shifting the boundary between provider and customer

Published:2010-11-04 Issue:2 Volume:9 Page:173-191
ISSN:1617-9846
Container-title:Information Systems and e-Business Management
language:en
Short-container-title:Inf Syst E-Bus Manage

Author:

Campbell Christopher S.,Maglio Paul P.,Davis Mark M.

Publisher

Springer Science and Business Media LLC

Subject

Information Systems

Link

http://link.springer.com/content/pdf/10.1007/s10257-010-0142-4.pdf

Reference26 articles.

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2. Bitner MJ, Ostrom AL, Morgan FN (2008) Service blueprinting: a practical technique for service innovation. Calif Manage Rev 50(3):66–94

3. Cline K (2004) Institutionalizing innovation. Bank Administration Institute 80(5)

4. Dabholkar PA (1996) Consumer evaluation of new technology-based self-service options: an investigation of alternative model of service quality. Int J Res Mark 13:29–51

5. Evenson S, Dubberly H (2010) Designing for service: creating an experience advantage. In: Karwowski W, Salvendy G (eds) Introduction to service engineering. Wiley, New York, pp 403–413

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