Chapter 1
1. Von Mises (1998).
2. Ajzen and Fishbein (1980).
3. Kohtamäki, Baines, Rabetino, and Bigdeli (2018).
4. Maglio, Kieliszewski, and Spohrer (2010), p. 1.
5. Zeithaml, Bitner, and Gremler (2018).
6. Bordoloi, Fitzsimmons, and Fitzsimmons (2018).
7. Schmenner (1986), p. 25.
8. Vargas and Campos (2016).
9. Talbott (2006), pp. 6–13.
10. Bordoloi, Fitzsimmons, and Fitzsimmons (2018).
11. Maglio, Kieliszewski, and Spohrer (2010), p. 1.
12. Stickdorn, Hormess, Lawrence, and Schneider (2018).
13. Jacobides, Cennamo, and Gawer (2018), pp. 2255–2276.
14. Lusch and Vargo (2014).
15. Adner (2006), pp. 98–107.
16. Schmenner (1986), p. 25.
17. UN (2009).
18. WIPO (2021).
19. UN (2009).
20. WIPO (2021),
21. Heskett, Sasser, and Schlesinger (1997).
Chapter 2
1. Schulman, Dunleavy, Harmer, and Lusk (1999).
2. Kohtamäki, Baines, Rabetino, and Bigdeli (2018).
3. Vandermerwe and Rada (1988), pp. 314–324.
4. Frank, Mendes, Ayala, and Ghezzi (2019), pp. 341–351.
5. Palo, Åkesson, and Löfberg (2019), pp. 486–496.
6. Adrodegari and Saccani (2017), pp. 57–83.
7. Erguido, Marquez, Castellano, Parlikad, and Izquierdo (2019).
8. Annarelli, Battistella, Borgianni, and Nonino (2018), pp. 74–85.
9. Richter, Schoblik, Kölmel, and Bulander (2018), pp. 65–95.
10. Vaittinen, Nenonen, and Story (2019), pp. 139–159.
11. Lusch and Vargo (2004), pp. 1–17.
12. Fliess and Lexutt (2019), pp. 58–75.
13. Porter (1998).
14. Rajala, Brax, Virtanen, and Salonen (2019), pp. 630–657.
15. Porter (1998), p. 36.
16. Baines, Lightfoot, and Smart (2011), pp. 947–954.
17. Schmenner (2009), pp. 431–443.
18. Heskett, Sasser, and Schlesinger (1997).
19. Maglio, Kieliszewski, and Spohrer (2010).
20. Baines,Bigledi, Bustinza, Victor, Baldwin, and Ridgway (2017), pp. 256–278.
21. UN (2009).
22. The Coca cola company (2021); Apple Inc (2021); Inditex (2021); Rolls-Royce motor cars (2021); Aston University (2021); Caterpillar Inc (2021); Xerox (2021); Emerald publishing (2020).
Chapter 3
1. Parasuraman, Ziethaml, and Berry (1988), pp. 12–40.
2. Zeithaml, Parasuraman, and Malhotra (2005), pp. 213–233.
3. Kano, Seraku, Takahashi, and Tsuji (1984), pp. 39–48.
4. Reichheld (2006).
5. Blokdyk (2018).
6. Plutchik (1991).
7. Forrester Research Inc (2021).
Chapter 4
1. Martínez and Lázaro (2007), pp. 120–127.
2. Hefley and Murphy (2008).
3. Maglio, Kieliszewski, and Spohrer (2010).
4. The Institute of Customer Service (2002).
5. ICCSO (International Council of Customer Service Organizations) (2008).
6. Goleman (1998).
Chapter 5
1. Miles (1993), pp. 653–672.
2. Miles (2000), pp. 371–389.
3. Frank, Mendes, Ayala, and Ghezzi (2019), pp. 341–351.
4. Ayala, Paslauski, Ghezzi, and Frank (2017), pp. 9–18.
5. Schumpeter (1942).
6. Visnjic, Ringov, and Arts (2019), pp. 381–407.
7. Salonen, Saglam, and Hacklin (2017), pp. 662–686.
8. Forkmann, Henneberg, Witell, and Kindström (2017), pp. 275–291.
9. Kaplan and Norton (1996).
10. Gupta and Tyagi (2008).
11. Lusch and Vargo (2014).
12. Wolfson (2016).
13. Ibid.
14. Day (1981), pp. 60–67.
15. Finnveden, Hauschild, Guinée, Ekvall, Heijungs, Hellwege, Koehlere, Pennington, and Suhg (2009), pp. 1–21.