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QUIS 14: collaborative innovations in the network environment

QUIS 14: collaborative innovations in the network environment

The first International Quality in Service Symposium (QUIS) that took place in 1988 in Karlstad, Sweden, represents a particularly important starting point and stimulus for the scientific discussion of service management issues. Since then service management research has developed significantly. Within this impressive development of service research, the biennial QUIS conference remains one of the most important driving forces. QUIS is a place where researchers present latest empirical insights and share their ideas. It is a forum for an intensive international dialogue not only between academics but also between researchers and executives. This ebook represents selected papers from the QUIS 14 conference that received the highest level of feedback during a multi-stage review process. After several stages of review process 8 accepted papers are included in this ebook.


Does one size fit all? New service development across different types of services,Exploring the impact of rewarded social media engagement in loyalty programs,Guest editorial,Poor and rich customers in the service encounter,Providing feedback to service customers: the effect of the presentation order and repetition of feedback types,Smile for a while: the effect of employee-displayed smiling on customer affect and satisfaction,The influence of platform service innovation on value co-creation activities and the network effect,The role of staff engagement in facilitating staff-led value co-creation,Value cocreation in service ecosystems: investigating health care at the micro, meso, and macro levels

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