Interactive Services: A Framework, Synthesis and Research Directions

By Ruth N. Bolton, Shruti Saxena-Iyer. 2009

422 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/bd7426ca15586c724fd5a22b6d2a1d768f6a6e8b

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Ten years of value cocreation: An integrative review (2016, methodology): “Beyond our content analysis, these gaps have been mentioned in several previous research agendas as research priorities (e.g. Bolton and Saxena-Iyer, 2009; Hoyer et al., 2010; Ostrom et al., 2010, 2015).”
Mobile Marketing in the Retailing Environment: Current Insights and Future Research Avenues (2010, background): “While Bolton and Saxena-Iyer (2009) offer a comprehensive review of interactive services, we focus on the mobile aspects of the retail environment that includes interactive services.”
Online Damage Control: The Effects of Proactive versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms (2012, background): “The opportunity for consumers to voice their complaints to a broader public poses new challenges for brands (Berry et al. 2010; Bolton and Saxena-Iyer 2009; Hennig-Thurau et al. 2010).”
Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement (2016, positive): “…defined as an individual’s level of interest and personal relevance in relation to an object in terms of his or her own values, self-concept or goals (Mittal, 1995; Zaichkowsky, 1985), participation is the degree to which customers produce as well as deliver services (Bolton & Saxena-Iyer, 2009).”
Value co-creation: concept and measurement (2014, background): “Equity A firm’s willingness to share control in favor of consumer empowerment and the consumer’s desire to contribute to their role in co-creation activities is the essence of equity (Bolton and Saxena-Iyer 2009; Fisher and Smith 2011; Hoyer et al. 2010).”
Customer experience challenges: bringing together digital, physical and social realms (2018, background): “Moreover, as the nature of customer participation changes, role clarity and successful role performance are necessary to co-create high quality service, favorable customer experiences and successful organizational outcomes (Bolton and Saxena-Iyer, 2009).”
Demystifying customer brand engagement: Exploring the loyalty nexus (2011, background): “The concepts of interactivity, rapport, and value co-creation in particular are highly relevant in service contexts typified by human interactive forms (Bolton & Saxena-Iyer, 2009 ; Prahalad & Ramaswamy, 2004 ).”
Theory of value co-creation: a systematic literature review (2014, background): “, 2008), and their willingness to be involved in co-production and interaction with companies (Bolton and Saxena-Iyer, 2009; Dong et al., 2008).”
Frontline Service Technology infusion: conceptual archetypes and future research directions (2019, background): “Bolton and Saxena-Iyer (2009) classified service encounters based on the level of customer participation (i.e. high vs low) and the extent to which a service is technology-enabled (i.e. high vs low).”