Service Design

A Structured Approach to Assessing Retail Store Operations Strategy: Theory, Construct Development and Measurement (Jeff Shockley, Aleda V. Roth, Lawrence D. Fredendall)
Alleviating Service Customers’ Crowding Perception: Roles of Incidental Similarity and Its Valence and Importance (Lili Wenli Zou, Chi Kin (Bennett) Yim, Echo Wen Wan)
Building the Case For Quality Improvement In the Health Care Industry: a Focus On Goals and Training (Joy Field, Janelle Heineke, James Langabeer, Jami DelliFraine)
Customer Experience Modeling: From Customer Experience to Service Design (Jorge Teixeira, Lia Patrício, Nuno J. Nunes, Leonel Nóbrega, Raymond P. Fisk, Larry Constantine)
Decision Models For Workforce and Technology Planning In Services (Gang Li, Joy Field, Hongxun Jiang, Tian He, Youming Pang)
Evaluating Store Design Responsiveness to Product Line Margin Changes: an Empirical Analysis of U.S. Public Retailers* (Jeff Shockley, Lawrence A. Plummer, Aleda V. Roth, Lawrence D. Fredendall)
Institutional Logics Matter When Coordinating Resource Integration (Bo Edvardsson, Michael Kleinaltenkamp, Ba˚rd Tronvoll, Patricia McHugh, Charlotta Windahl)
Learning By Customers As Co-Producers In Financial Services: an Empirical Study of the Effects of Learning Channels and Customer Characteristics (Joy M. Field, Mei Xue, Lorin M .Hitt)
Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting (Lia Patrício, Raymond P. Fisk, João Falcão e Cunha, Larry Constantine)
Physical Distribution Service Performance and Internet Retailer Margins: the Drop-Shipping Context (Elliot Rabinovich, Timothy Laseter, Manus Rungtusanatham)
Product Line Extension In Consumer Software Markets In the Presence of Free Alternatives (Aaron Baird, Chadwick Miller, T. S. Raghu, Rajiv K. Sinha)
Service Blueprinting: a Practical Technique For Service Innovation (Mary Jo Bitner, Amy L. Ostrom, Felicia N. Morgan)
Service Coproduction With Information Stickiness and Incomplete Contracts: Implications For Consulting Service Design (Mei Xue, Joy M. Field)
Street Art, Sweet Art? Reclaiming the “Public” In Public Place (Luca Visconti, John Sherry, Stefania Borghini, Laurel Anderson)
The Minds Method: Integrating Management and Interaction Design Perspectives For Service Design (Jorge Grenha Teixeira, Lia Patricio, Ko-Hsun Huang, Raymond P. Fisk, Leonel Nobrega, Larry Constantine)
The Short- and Long-Term Effects of a Remodeled Servicescape (Elisabeth Brüggen, Bram Foubert, Dwayne D. Gremler)
Understanding the Mechanisms Behind the Influence of Service Guarantees (Jens Hogreve, Dwayne D. Gremler)
Using Digital Service Inventories to Create Customer Value (Mark M. Davis, Joy M. Field, Euthemia Stavrulaki)
Using Hybrid Change Strategies to Improve Patient Experience In Outpatient Specialty Care (Rafael Miranda, Sean Glenn, Jonathan Leighton, M.D., Shabana Pasha, M.D., Suryakanth Gurudu, M.D., Harry Teaford, M.D., Lester Mertz, M.D., Howard Lee, M.D., Sylvia Mamby, M.D., Margaret Johnson, R. N., T. S. Raghu,)
Using Secure Messaging to Update Medications List In Ambulatory Care Setting (T. S. Raghu, Ph.D.,Keith Frey, Md, Mba, Yu-Hui Chang, PhD, Meng-Ru Cheng Msph, Sharon Freimund, Asha Patel)