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Service Engineering industrieller Dienstleistungen
15 references·0 citing·33 second hop
Service Engineering industrieller Dienstleistungen (2005)Service Engineering industrieller Dienstl…The Service Profit Chain (2010)The Service Profit ChainService Engineering : der systematische Weg von der Idee zum Leistungsangebot (2000)Service Engineering : der sys…The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value (1999)The Service Profit Chain: How…Qualitätsorientiertes Redesign von Dienstleistungen (1998)Qualitätsorientiertes Redesig…Organization design for service excellence: A review of the literature (1996)Organization design for servi…Key Concepts for New Service Development (1996)Key Concepts for New Service …Industrielle Dienstleistungen: lukrativ, aber schwer zu meistern (1996)Industrielle Dienstleistungen…Marktorientierte Führung von Dienstleistungsunternehmen - neuere Entwicklungen in Theorie und Praxis (1994)Marktorientierte Führung von …Understanding Customer Expectations of Service (1991)Understanding Customer Expect…Investitionsgüter-Marketing mit funktionellen Dienstleistungen : die Gestaltung immaterieller Produktbestandteile im Leistungsangebot industrieller Unternehmen (1989)Investitionsgüter-Marketing m…Dienstleistungen als strategisches Element eines Technologie-Marketing (1989)Dienstleistungen als strategi…THE IDENTIFICATION OF EVALUATIVE CRITERIA AND CUES USED IN SELECTING SERVICES (1988)THE IDENTIFICATION OF EVALUAT…Service Positioning through Structural Change (1987)Service Positioning through S…Designing services that deliver (1984)Designing services that deliv…Die Betriebswirtschaft (1953)Die BetriebswirtschaftPutting the Service-Profit Chain to Work (1994)The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER. (2001)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Steps toward a science of service systems (2007)Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach (2009)Breaking Free from Product Marketing (1977)Customer satisfaction, customer retention, and market share (1993)River Magic: Extraordinary Experience and the Extended Service Encounter (1993)MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH. (2002)Workplace spirituality and employee work attitudes (2003)The Management of Organizational Justice (2007)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Critical Service Encounters: The Employee's Viewpoint (1994)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)The Effect of Cues on Service Quality Expectations and Service Selection in a Restaurant Setting (1992)Internal Service Quality and the Psychosocial Work Environment: An Empirical Analysis of Conceptual Interrelatedness (1997)The relative importance of service features in explaining customer satisfaction (2010)The service concept: the missing link in service design research? (2002)Capabilities for managing service innovation: towards a conceptual framework (2010)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)Architecture for Service Engineering — The Design and Development of Industrial Service Work (2006)Configurative Service Engineering - A Rule-Based Configuration Approach for Versatile Service Processes in Corrective Maintenance (2009)Guideline to elicit requirements on industrial product-service systems (2012)Kundennähe, Kundenzufriedenheit und Kundenbindung bei Dienstleistungsunternehmen (1998)Kundenbindung als Element moderner Wettbewerbsstrategien (1999)Technological Innovation and Its Impact on Business Model, Organization and Corporate Culture – IBM’s Transformation into a Globally Integrated, Service-Oriented Enterprise (2008)The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges (1998)Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations (2000)eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty (2006)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)Multigroup Analysis in Partial Least Squares (PLS) Path Modeling: Alternative Methods and Empirical Results (2011)School Bullying: Development and Some Important Challenges (2013)
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References

  • 1953Die Betriebswirtschaft4,537 cited
  • 1991Understanding Customer Expectations of Service1,403 cited
  • 1984Designing services that deliver1,272 cited
  • 1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
  • 2010The Service Profit Chain1,034 cited
  • 1987Service Positioning through Structural Change928 cited
  • 1996Key Concepts for New Service Development781 cited
  • 1988THE IDENTIFICATION OF EVALUATIVE CRITERIA AND CUES USED IN SELECTING SERVICES97 cited
  • 1994Marktorientierte Führung von Dienstleistungsunternehmen - neuere Entwicklungen in Theorie und Praxis70 cited
  • 1998Qualitätsorientiertes Redesign von Dienstleistungen47 cited
  • 1996Organization design for service excellence: A review of the literature41 cited
  • 2000Service Engineering : der systematische Weg von der Idee zum Leistungsangebot31 cited
  • 1989Dienstleistungen als strategisches Element eines Technologie-Marketing29 cited
  • 1996Industrielle Dienstleistungen: lukrativ, aber schwer zu meistern27 cited
  • 1989Investitionsgüter-Marketing mit funktionellen Dienstleistungen : die Gestaltung immaterieller Produktbestandteile im Leistungsangebot industrieller Unternehmen

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