Service Development and New Service Performance : A conceptual essay and a project-level study into the relationship between HRM practices and the performance of new services
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Virtual customer service agents: Using social presence and personalization to shape online service encounters Verhagen, T.; Nes, J. van; Feldberg, J.F.M.; Dolen, W.M. van (FEWEB VU UniversityAmsterdam, 2011)
Ours, J.C. (1989)
Exploring service development for understanding Schumpeterian innovation in service firms: the deduction of special case criteria Flikkema, Meindert (Vrije Universiteit Amsterdam, 2005)The identification of innovation in services is problematic. This seems remarkable, since many papers have emerged, which emphasize distinctive features of service innovation. However, some of these contributions strain ...