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Andrew S. Gallan
Researcher at DePaul University
Publications - 33
Citations - 3190
Andrew S. Gallan is an academic researcher from DePaul University. The author has contributed to research in topics: Health care & Service (business). The author has an hindex of 17, co-authored 30 publications receiving 2611 citations. Previous affiliations of Andrew S. Gallan include Florida Atlantic University & Arizona State University.
Papers
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Journal ArticleDOI
Transformative service research: An agenda for the future
Laurel Anderson,Amy L. Ostrom,Canan Corus,Raymond P. Fisk,Andrew S. Gallan,Mario Giraldo,Martin Mende,Mark Mulder,Steven W. Rayburn,Mark S. Rosenbaum,Kunio Shirahada,Jerome D. Williams +11 more
TL;DR: In this article, the authors present a research agenda for the emerging area of transformative service research, which lies at the intersection of service research and consumer research and focuses on well-being outcomes related to service and services.
Journal ArticleDOI
Customer experience challenges: bringing together digital, physical and social realms
Ruth N. Bolton,Janet R. McColl-Kennedy,Lilliemay Cheung,Andrew S. Gallan,Chiara Orsingher,Lars Witell,Lars Witell,Mohamed Zaki +7 more
TL;DR: In this article, the authors explore innovations in customer experience at the intersection of the digital, physical and social realms, and identify eight "dualities" or specific challenges connected with integrating digital and physical realms that challenge organizations to create superior customer experiences.
Posted Content
An Expanded and Strategic View of Discontinuous Innovations: Deploying a Service-Dominant Logic
TL;DR: It is shown how many innovations can be better understood by deploying a S-D logic perspective and argued that discontinuous innovation can arise by changing any of the customers’ roles of users, buyers and payers on the first dimension.
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An expanded and strategic view of discontinuous innovations: deploying a service-dominant logic
TL;DR: The service-dominant logic (S-D logic) provides a novel and valuable theoretical perspective that necessitates a rethinking and reevaluation of the conventional literature on innovation as mentioned in this paper.
Journal ArticleDOI
Customer positivity and participation in services: an empirical test in a health care context
TL;DR: In this paper, a model on the broaden-and-build theory of positive emotions is used to empirically assess how situation-specific emotions and customer participation during a health care service experience affect perceptions of the service provider.