Titlebook: Handbook of Service Science, Volume II; Paul P. Maglio,Cheryl A. Kieliszewski,Yuriko Sawat Book 2019 Springer Nature Switzerland AG 2019 s

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Mohamed Zaki,Andy Neelyactice in France, Germany and Switzerland, which had all become major players by the early twentieth century, and in the United States, the Soviet Union and Australia which joined them as the century went on.

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Service Timing: Designing and Executing Service in a Dynamic Environmenth individual-level business-to-customer and customer-to-customer data offer exciting opportunities to advance our knowledge of the dynamics of service experiences. This chapter reviews what is known (and unknown) about service timing and suggest specific research questions, opportunities and challenges.

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Designing Service Systems to Enhance Perceived Decision Controlesired role in decision making. It is well known, that trust influences the desire for decision control. This article identifies different dimensions of trust and how trust is influenced by the actions of the service provider.

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ion played a crucial role in these processes, resulting in a Nordic Welfare State in the 1980s. The author gives an overview of the major political changes in Finland between the 1940s and the 2010s..The author analyses the process of expansion and massification of Finnish higher education between t