%PDF-1.7 % 1 0 obj << /AcroForm 2 0 R /Metadata 3 0 R /Names 4 0 R /OCProperties << /D << /OFF [] /Order [5 0 R] /RBGroups [] >> /OCGs [5 0 R] >> /OpenAction [6 0 R /FitH 804] /Outlines 7 0 R /PageLabels << /Nums [0 8 0 R] >> /PageMode /UseOutlines /Pages 9 0 R /SaveStreams << /Q 10 0 R /q 11 0 R >> /Type /Catalog >> endobj 12 0 obj << /Author (Robert Ciuchita) /CreationDate (D:20190819050850Z) /Creator (Elsevier) /CrossMarkDomains#5B1#5D (elsevier.com) /CrossMarkDomains#5B2#5D (sciencedirect.com) /CrossmarkDomainExclusive (true) /CrossmarkMajorVersionDate (2010-04-23) /ElsevierWebPDFSpecifications (6.5) /Keywords (E-services; Incremental innovation; Customer experience; Existing customers; Coping; ) /ModDate (D:20190819050850Z) /Subject (Journal of Business Research, 103 \(2019\) 130-141. doi:10.1016/j.jbusres.2019.05.036) /Title <8D4465616C20776974682069748E5F20486F7720636F70696E67207769746820652D7365727669636520696E6E6F766174696F6E20616666656374732074686520637573746F6D657220657870657269656E6365> /doi (10.1016/j.jbusres.2019.05.036) /robots (noindex) >> endobj 2 0 obj << /DA (/Helv 0 Tf 0 g ) /DR << /Encoding << /PDFDocEncoding 13 0 R >> /Font << /Helv 14 0 R /ZaDb 15 0 R >> >> /Fields [] >> endobj 3 0 obj << /Length 7081 /Subtype /XML /Type /Metadata >> stream application/pdf doi:10.1016/j.jbusres.2019.05.036 “Deal with it”_ How coping with e-service innovation affects the customer experience Robert Ciuchita Dominik Mahr Gaby Odekerken-Schröder E-services Incremental innovation Customer experience Existing customers Coping Elsevier Journal of Business Research, 103 (2019) 130-141. doi:10.1016/j.jbusres.2019.05.036 journal Journal of Business Research © 2019 Elsevier Inc. 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