TOC: Service Bus
Introduction
Service Business, 13(3)
Empirical article
Work pressure and burnout effects on emergency room operations: a system dynamics simulation approach
Donghyun Choi, Yonghwi Noh & Jin Sung Rha
The role of customer operant resources in health care value creation
Le Nguyen Hau
Dimensions of behavior and proactive improvement in hotel outsourcing relationships: the role of justice
Tomás F. Espino-Rodríguez & Juan Carlos Ramírez-Fierro
Innovation type and external knowledge search strategies in KIBS: evidence from Canada
David Doloreux, Ekaterina Turkina & Ari Van Assche
Balancing in-house and outsourced logistics services: effects on supply chain agility and firm performance
Taewon Hwang & Sung Tae Kim
Motivation triggers for customer participation in value co-creation
Freida C. Palma, Silvana Trimi & Soon-Goo Hong
How to boost frontline employee service recovery performance: the role of cultural intelligence
Annelies Costers, Yves Van Vaerenbergh & Anja Van den Broeck
The relationship among competitive advantage, catch-up, and linkage effects: a comparative study on ICT industry between South Korea and India
Dong Hyun Lee, Ga Youn Hong & Sang-Gun Lee