Stepping into the kitchen: lay clients as co-producers of a professional service Post date September 9, 2021
When Should Customers Control Service Delivery? Implications for Service Design Post date September 9, 2021
Touching services: tangible objects create an emotional connection to services even before their first use Post date September 9, 2021
An empirical study of service postponement: locating the push–pull boundary Post date September 9, 2021