This paper argues that the theoretical foundation for studying the ecosystemic nature of value creation is lacking within the public service logic (PSL). To address this limitation, the paper uses a theory synthesis to ...

In times of crisis, interactions and structures can change, eradicating prevailing norms and rules, with enduring unfavorable effects, and existing conceptual frameworks may fail to explain the effects of radical contextual ...

Purpose – Although service research typically asserts that institutions coordinate actors’ value creation processes, institutions and resources are not necessarily transparent, aligned, or pre-existing. This paper aims to ...

Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to ...