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Beefing up operations in service firms.
0 references·16 citing·48 second hop
Beefing up operations in service firms. (1991)Beefing up operations in service firms.The effects of lean implementation on hospital financial performance (2021)The effects of lean implement…A framework for sustainable service system configuration (2019)A framework for sustainable s…Linking business strategy to service failures and financial performance: Empirical evidence from the U.S. domestic airline industry (2015)Linking business strategy to …Service orientation: the derivation of underlying constructs and measures (2012)Service orientation: the deri…Managing the fit between the views of competitive strategy and the strategic role of service operations (2012)Managing the fit between the …Systematic performance differences across the manufacturing-service continuum (2009)Systematic performance differ…The human element in airline service quality: contact personnel and the customer (2008)The human element in airline …Global procurement of service activities by service firms (2004)Global procurement of service…A Composite Model of Product Development Effectiveness: Application to Services (2004)A Composite Model of Product …The Impact of Perceived Physical Environments on Customers' Satisfaction and Return Intentions (2000)The Impact of Perceived Physi…Service competitiveness – An international benchmarking comparison of service practice and performance in Germany, UK and USA (1999)Service competitiveness – An …Comparing quality management practices in the Australian service and manufacturing industries (1997)Comparing quality management …The waiting experience: towards service quality in the leisure industry (1996)The waiting experience: towar…The Impact of a Customer Service Intervention and Facility Design on Firm Performance (1995)The Impact of a Customer Serv…Exploring a “Gap” Model of Information Services Quality (1995)Exploring a “Gap” Model of In…Service Classification and Management Challenges (1970)Service Classification and Ma…Specification Tests in Econometrics (1978)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Firm resources and sustained competitive advantage (2004)What do airline mission statements reveal about value and strategy? (2018)Learning from near-miss events: An organizational learning perspective on supply chain disruption response (2019)Using Operational and Stock Analytics to Measure Airline Performance: A Network DEA Approach (2019)Quality planning and analysis (1970)The Impact of Quality Management Practices on Performance and Competitive Advantage (1995)Total quality management as competitive advantage: A review and empirical study (1995)TQM implementation: comparing Singapore’s service and manufacturing leaders (2000)ISO 9000 certification and quality management in Spain: results of a national survey (2001)A review of empirical investigations comparing quality initiatives in manufacturing and service organizations (2008)Significance tests and goodness of fit in the analysis of covariance structures. (1980)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Kundenzufriedenheit als Managementherausforderung (2001)Customer satisfaction with waits in multi‐stage services (2007)Linking Perceptual and Behavioral Customer Metrics to Multiperiod Customer Profitability (2008)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Exploring the impact of customer feedback on the well-being of service entities (2014)Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels (2019)Airline service quality, customer satisfaction, and repurchase Intention: Laotian air passengers’ perspective (2022)Alternative Ways of Assessing Model Fit (1992)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Service orientation: effectuating business model innovation (2012)ISO 9001 overall performance dimensions: an exploratory study (2015)Advancing HEIs’ third-mission through dynamic capabilities: the role of leadership and agreement on vision and goals (2021)An approach to environmental psychology (1974)Comparative fit indexes in structural models. (1990)Invisible and Intangible, but Undeniable: Role of Ambient Conditions in Building Hotel Guests’ Loyalty (2014)A Text Mining and Multidimensional Sentiment Analysis of Online Restaurant Reviews (2016)Effects of service experience on customer responses to a hotel chain (2018)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Regional effects on customer satisfaction with restaurants (2013)Putting the Service-Profit Chain to Work (1994)UK and US management styles in logistics: different strokes for different folks? (2004)The New Service Model: a review, a critique and a way forward (2008)The Service Profit Chain (2010)A classification of service facilities, servicescapes and service factories (2012)Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias in Mail Surveys (1977)Governance Choice in Global Sourcing of Services: The Impact on Service Quality and Cost Saving Performance (2014)Introducing the paradox theory in logistics and SCM research – examples from a global sourcing context (2017)Supplier selection and partnerships: Effects upon restaurant operational and strategic benefits and performance (2021)Effect of lean implementation on team psychological safety and learning (2022)To talk or not?: An analysis of firm‐initiated social media communication's impact on firm value preservation during a massive disruption across multiple firms and industries (2022)
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  • 2008The human element in airline service quality: contact personnel and the customer119 cited
  • 1997Comparing quality management practices in the Australian service and manufacturing industries68 cited
  • 2015Linking business strategy to service failures and financial performance: Empirical evidence from the U.S. domestic airline industry68 cited
  • 2000The Impact of Perceived Physical Environments on Customers' Satisfaction and Return Intentions68 cited
  • 1995The Impact of a Customer Service Intervention and Facility Design on Firm Performance67 cited
  • 2012Service orientation: the derivation of underlying constructs and measures63 cited
  • 2004Global procurement of service activities by service firms52 cited
  • 1996The waiting experience: towards service quality in the leisure industry46 cited
  • 1999Service competitiveness – An international benchmarking comparison of service practice and performance in Germany, UK and USA42 cited
  • 2021The effects of lean implementation on hospital financial performance40 cited
  • 2019A framework for sustainable service system configuration38 cited
  • 2004A Composite Model of Product Development Effectiveness: Application to Services35 cited
  • 1995Exploring a “Gap” Model of Information Services Quality35 cited

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  • 2012Managing the fit between the views of competitive strategy and the strategic role of service operations33 cited
  • 2009Systematic performance differences across the manufacturing-service continuum25 cited
  • 1970Service Classification and Management Challenges24 cited