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Crowdsourcing to manage service gaps in service networks
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.).
Univ Colorado, Dept Mkt Strategy & Int Business, Colorado Springs, CO 80907 USA..
Cent Michigan Univ, Dept Mkt & Hospitality Serv Adm, Mt Pleasant, MI 48859 USA..
2019 (English)In: Journal of business & industrial marketing, ISSN 0885-8624, E-ISSN 2052-1189, Vol. 34, no 7, p. 1497-1505Article in journal (Refereed) Published
Abstract [en]

Purpose The purpose of this paper is to illustrate and conceptualize how crowdsourcing can be implemented as a potential means to address gaps in service quality within service networks and to provide guidance to marketing practitioners on the use of crowdsourcing within service networks. Design/methodology/approach This paper conceptualizes how crowdsourcing can be used to address service quality gaps in service networks and provides propositions regarding the effects of crowdsourcing on service quality gaps. Findings Conceptual paper with a literature review, suggested a model for service quality gaps in service networks and propositions regarding the effects of crowdsourcing to manage service quality gaps. Research limitations/implications - This research contributes to the literature on crowdsourcing by theorizing how crowdsourcing impacts service quality in service networks. Practical implications - Considerations for managers implementing crowdsourcing strategies and activities within service networks are provided. In particular, implications with regard to forming the crowd, developing the most appropriate approach and integrating value into the firm are discussed. Originality/value This paper offers an original contribution linking crowdsourcing to service quality.

Place, publisher, year, edition, pages
EMERALD GROUP PUBLISHING LTD , 2019. Vol. 34, no 7, p. 1497-1505
Keywords [en]
Industrial marketing, B2B marketing, Business networks, Crowdsourcing, Service networks, Service quality gaps
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:kth:diva-262990DOI: 10.1108/JBIM-12-2018-0387ISI: 000489029000010Scopus ID: 2-s2.0-85069508537OAI: oai:DiVA.org:kth-262990DiVA, id: diva2:1366165
Note

QC 20191028

Available from: 2019-10-28 Created: 2019-10-28 Last updated: 2019-10-28Bibliographically approved

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Blair, Amanda

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