The service imperative

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Examining the influence of service additions on manufacturing firms' bankruptcy likelihood (2017, background): “Indeed, reconfiguring the total offering towards service provision is regarded as a sine qua non for surviving and prospering in contemporary product industries (e.g. Cohen et al., 2006; Bitner and Brown, 2008; Johnstone et al., 2008; Eggert et al., 2015).”
Interactive Services: A Framework, Synthesis and Research Directions (2009, background): “Many researchers have recognized that the value of the service innovation will ultimately be derived from the benefits provided to the customer (Bitner and Brown 2008; Sawhney et al. 2006; Vargo and Lusch 2004).”
Service productivity and service quality: A necessary trade-off? (2012, background): “…a configuration of processes and performances provided to customers by employing a relationship with service providers (Zeithaml et al., 2006); an economic activity or a benefit that one person can exchange with another one and for which nature is essentially intangible (Bitner and Brown, 2008).”
Dynamic Capability Building in Service Value Networks for Achieving Service Innovation (2009, background): “Nambisan (2002), Kohli and Jaworski (1990), Vargo and Lusch (2004), and more recently Bitner and Brown (2008) all point out the importance of customer as a co-creator of value; hence development of relations with the customer through their engagement becomes pivotal in the development, design, and d”