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The implementation of operations management techniques in service organisations
16 references·1 citing·31 second hop
The implementation of operations management techniques in service organisations (2006)The implementation of operations manageme…Operations management (2010)Operations managementThe Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value (1999)The Service Profit Chain: How…Recovering and Learning from Service Failure (1998)Recovering and Learning from …Innovation in services (1997)Innovation in servicesThe loyalty effect: The hidden force behind growth, profits, and lasting value (1996)The loyalty effect: The hidde…New modes of innovation (1995)New modes of innovationThe service organization: Human resources management is crucial (1993)The service organization: Hum…Towards a Classification of Service Processes (1992)Towards a Classification of S…Service operations management (1992)Service operations managementZero defections: quality comes to services. (1990)Zero defections: quality come…Service Breakthroughs: Changing the Rules of the Game (1990)Service Breakthroughs: Changi…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Delivering Quality Service (1990)Delivering Quality ServiceHow can service businesses survive and prosper? (1986)How can service businesses su…The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions (1981)The Customer Contact Approach…Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Competitive Strategy: Techniq…Modular service design in professional services: a qualitative study (2011)Modular service design in pro…An Evolutionary Theory of Economic Change. (1983)Who co-operates for innovation, and why (2002)The Theory of Economic Development (2003)Management Innovation (2008)A review of innovation research in tourism (2009)Social media and human need satisfaction: Implications for social media marketing (2015)Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior (2016)A study on the effects of social media marketing activities on brand equity and customer response in the airline industry (2017)The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes (2003)Failing to Learn and Learning to Fail (Intelligently) (2005)Failing to Learn? The Effects of Failure and Success on Organizational Learning in the Global Orbital Launch Vehicle Industry (2010)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)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)Measuring Service Quality: A Reexamination and Extension (1992)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)The cornerstones of competitive advantage: A resource‐based view (1993)Varieties of Capitalism (2001)Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance (2007)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Building and testing theories of decision making by travellers (2004)The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions (1998)A Multiple-Layer Model of Market-Oriented Organizational Culture: Measurement Issues and Performance Outcomes (2000)CB-SEM vs PLS-SEM methods for research in social sciences and technology forecasting (2021)An exploration towards a production theory and its application to construction (2000)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)Lean and green – a systematic review of the state of the art literature (2015)
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  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
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  • 1990Service Breakthroughs: Changing the Rules of the Game460 cited
  • 1995

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New modes of innovation
444 cited

Cited by

  • 2011Modular service design in professional services: a qualitative study9 cited