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Rethinking Readiness: What it Takes for Your Customers and Employees to Succeed in Today's Networked Service Environments

1 month ago   |   By Social Science Space

“It's time to broaden our understanding of customer and employee readiness beyond dyadic service encounters,” argues Ilias Danatzis , a lecturer in marketing analytics at King's College London and lead author of a paper recently published in the Journal of Service Research. In their paper “ Actor Ecosystem Readiness: Understanding the Nature and Role of Human Abilities and Motivation in a Service Ecosystem ,” he and his co-authors - Ingo O. Karpen, a professor of business and design at the Center for Service Research at Karlstad University and the University of Adelaide Business School...
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