Amy L. Ostrom

TL;DR: In this article, the authors describe the results of a critical incident study based on more than 800 incidents involving self-service technologies solicited from customers through a Web-based survey, and present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions.

TL;DR: In this paper, the authors explore key factors that influence the initial self-service technology trial decision, specifically focusing on actual behavior in situations in which the consumer has a choice among delivery modes, and show that the consumer readiness variables of role clarity, motivation, and ability are key mediators between established adoption constructs (innovation characteristics and individual differences) and the likelihood of trial.

TL;DR: Given the significant, sustained growth in services experienced worldwide, Arizona State University's Center for Services Leadership embarked on an 18-month effort to identify and articulate a set of services leadership principles as mentioned in this paper.

TL;DR: In this article, the authors engaged in an international and interdisciplinary research effort to identify research priorities that have the potential to advance the service field and benefit customers, organizations, and society.

TL;DR: Service blueprinting is securely grounded in the customer's experience and it allows the clear visualization of dynamic service processes, including real case examples that illustrate the value and breadth of its applications.