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  • Influence
Communal Service Delivery
Firm-hosted virtual peer-to-peer problem solving (P3) communities offer a low-cost, credible, and effective means of delivering education and ongoing assistance services to customers of complex,Expand
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Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior
Cross- and up-selling in inbound call centers is a growing business practice, with the promise of enhanced revenue generation and customer retention. Yet firms struggle to create conditions that areExpand
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Managing innovation through customer coproduced knowledge in electronic services: An exploratory study
Marketing theory and practice both recognize the increasing importance of customer collaboration for service provision and innovation. As part of such customer collaboration, customers of electronicExpand
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Learning during the new financial service innovation process: Antecedents and performance effects
Abstract This article theoretically and empirically examines the antecedents and consequences of project learning during the new financial service innovation process. We analyze the impact of projectExpand
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The Value of Customer Co-Created Knowledge during the Innovation Process
Customer co-creation during the innovation process has recently been suggested to be a major source for firms’ competitive advantage. Hereby, customers actively engage in a firm’s innovation processExpand
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Beyond traditional word‐of‐mouth: An expanded model of customer‐driven influence
Purpose – Business and academia alike have become aware of the crucial role of customer‐to‐customer interactions. Facilitated by the increasing customer connectedness through online mediaExpand
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Leveraging value in multi-stakeholder innovation networks: A process framework for value co-creation and capture
To develop innovative solutions for complex societal and scientific challenges, organizations need to move beyond the boundaries of single firms and engage in collaborative networks. In theseExpand
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Drivers of Trust in Relational Service Exchange: Understanding the Importance of Cross-Cultural Differences
Customer trust is of vital importance for relationship marketing in services. Service providers increasingly market their services globally, yet few researchers have addressed differences in customerExpand
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GOSIP in Cyberspace: Conceptualization and Scale Development for General Online Social Interaction Propensity
The interactive nature of the Internet has boosted online communication for both social and business purposes. However, individual consumers differ in their predisposition to interact online withExpand
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Cross-Cultural Differences in the Effect of Received Word-of-Mouth Referral in Relational Service Exchange
Because of suggested beneficial effects of word-of-mouth (WOM) referral, service companies have invested large amounts of money in customer referral programs as well as programs aimed at fosteringExpand
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