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Structuring front office and back office work in service delivery systems
16 references·16 citing·46 second hopsampled
Structuring front office and back office work in service delivery systems (2007)Structuring front office and back office …Case Study Research (2004)Case Study ResearchRecent Research on Team and Organizational Diversity: SWOT Analysis and Implications (2003)Recent Research on Team and O…Building operations management theory through case and field research (1998)Building operations managemen…Qualitative Data Analysis: An Expanded Sourcebook (1994)Qualitative Data Analysis: An…Demography and Design: Predictors of New Product Team Performance (1992)Demography and Design: Predic…Lasting improvements in manufacturing performance: In search of a new theory (1990)Lasting improvements in manuf…A Dual Methodology for Case Studies: Synergistic Use of a Longitudinal Single Site with Replicated Multiple Sites (1990)A Dual Methodology for Case S…The Structuring of Organizations (1989)The Structuring of Organizati…How can service businesses survive and prosper? (1986)How can service businesses su…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Designing services that deliver (1984)Designing services that deliv…Case Study Research: Design and Methods (1984)Case Study Research: Design a…How to Design a Service (1982)How to Design a ServiceWhere does the customer fit in a service operation? (1979)Where does the customer fit i…The Focused Factory (1974)The Focused FactoryOrganizations in Action: Social Science Bases of Administrative Theory. (1968)Organizations in Action: Soci…Developing and leveraging platforms in a traditional industry: An orchestration and co-creation perspective (2020)Developing and leveraging pla…Leveraging service design as a multidisciplinary approach to service innovation (2019)Leveraging service design as …Service capabilities and servitized SME performance: contingency on firm age (2018)Service capabilities and serv…Realising platform operational agility through information technology–enabled capabilities: A resource‐interdependence perspective (2018)Realising platform operationa…Relational uncertainty in service dyads (2017)Relational uncertainty in ser…Organizing for servitization: examining front- and back-end design configurations (2017)Organizing for servitization:…Feed People First (2017)Feed People FirstSetting the stage for service experience: design strategies for functional services (2016)Setting the stage for service…Exploring the “mid office” concept as an enabler of mass customization in services (2015)Exploring the “mid office” co…Experience co-creation in financial services: an empirical exploration (2015)Experience co-creation in fin…Collaborative purchasing of complex technologies in healthcare (2015)Collaborative purchasing of c…The service bullwhip effect (2013)The service bullwhip effectThe role of employee job satisfaction in strengthening customer repurchase intentions (2013)The role of employee job sati…Modeling the operational capabilities for customized and commoditized services (2013)Modeling the operational capa…Service delivery system design: characteristics and contingencies (2011)Service delivery system desig…The human element in airline service quality: contact personnel and the customer (2008)The human element in airline …The Structure of Scientific Revolutions. (1964)The Social Psychology of Organizations. (1979)Architectural Innovation: The Reconfiguration of Existing Product Technologies and the Failure of Established Firms (1990)ORGANIZATIONAL INNOVATION: A META-ANALYSIS OF EFFECTS OF DETERMINANTS AND MODERATORS. (1991)The Management of Innovation (1994)Social Capital, Intellectual Capital, and the Organizational Advantage (1998)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)The Case Research Strategy in Studies of Information Systems (1987)Building Theories from Case Study Research (1989)Case research in operations management (2002)Survey research in operations management: a process‐based perspective (2002)Qualitative case studies in operations management: Trends, research outcomes, and future research implications (2010)A Theory of Social Comparison Processes (1954)Differentiation and Integration in Complex Organizations (1967)Characteristics of Organizational Environments and Perceived Environmental Uncertainty (1972)The Network Structure Of Social Capital (2000)Cultural Diversity at Work: The Effects of Diversity Perspectives on Work Group Processes and Outcomes (2001)What's the difference? diversity constructs as separation, variety, or disparity in organizations (2007)Upper Echelons: The Organization as a Reflection of Its Top Managers (1984)Multilevel Theory, Research, and Methods in Organizations: Foundations, Extensions, and New Directions (2000)A Temporally Based Framework and Taxonomy of Team Processes (2001)Demographic Diversity in the Boardroom: Mediators of the Board Diversity–Firm Performance Relationship (2009)Perspective—Tacit Knowledge and Knowledge Conversion: Controversy and Advancement in Organizational Knowledge Creation Theory (2009)Central Problems in the Management of Innovation (1986)RATIONAL CHOICE AND THE FRAMING OF DECISIONS (1988)CASE Tools as Organizational Change: Investigating Incremental and Radical Changes in Systems Development (1993)Strategies for Theorizing from Process Data (1999)Theory Building From Cases: Opportunities And Challenges (2007)The Discovery of Grounded Theory (2017)A framework of sustainable supply chain management: moving toward new theory (2008)Improving Impact Studies of Teachers’ Professional Development: Toward Better Conceptualizations and Measures (2009)Case study research: design and methods (2011)Mixed Methods Research: A Research Paradigm Whose Time Has Come (2004)Qualitative research: Methods in the social sciences (2006)Document Analysis as a Qualitative Research Method (2009)Three Approaches to Qualitative Content Analysis (2005)Using thematic analysis in psychology (2006)The qualitative content analysis process (2008)The interdisciplinary study of coordination (1994)Developing relationships in business networks (1995)Making knowledge the basis of a dynamic theory of the firm (1996)
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References

  • 1984Case Study Research: Design and Methods81,948 cited
  • 1994Qualitative Data Analysis: An Expanded Sourcebook48,401 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2004Case Study Research15,455 cited
  • 1989The Structuring of Organizations4,259 cited
  • 1968Organizations in Action: Social Science Bases of Administrative Theory.4,133 cited
  • 1992Demography and Design: Predictors of New Product Team Performance1,822 cited
  • 1998Building operations management theory through case and field research1,658 cited
  • 1990A Dual Methodology for Case Studies: Synergistic Use of a Longitudinal Single Site with Replicated Multiple Sites1,360 cited
  • 2003Recent Research on Team and Organizational Diversity: SWOT Analysis and Implications1,321 cited
  • 1984Designing services that deliver1,272 cited
  • 1990Lasting improvements in manufacturing performance: In search of a new theory1,230 cited
  • 1974The Focused Factory1,137 cited
  • 1982How to Design a Service1,077 cited
  • 1979Where does the customer fit in a service operation?834 cited
  • 1986

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How can service businesses survive and prosper?
740 cited

Cited by

  • 2008The human element in airline service quality: contact personnel and the customer119 cited
  • 2011Service delivery system design: characteristics and contingencies113 cited
  • 2019Leveraging service design as a multidisciplinary approach to service innovation112 cited
  • 2017Feed People First102 cited
  • 2017Organizing for servitization: examining front- and back-end design configurations87 cited
  • 2018Service capabilities and servitized SME performance: contingency on firm age78 cited
  • 2020Developing and leveraging platforms in a traditional industry: An orchestration and co-creation perspective77 cited
  • 2015Experience co-creation in financial services: an empirical exploration65 cited
  • 2013The role of employee job satisfaction in strengthening customer repurchase intentions65 cited
  • 2013Modeling the operational capabilities for customized and commoditized services63 cited
  • 2013The service bullwhip effect60 cited
  • 2018Realising platform operational agility through information technology–enabled capabilities: A resource‐interdependence perspective55 cited
  • 2017Relational uncertainty in service dyads53 cited
  • 2016Setting the stage for service experience: design strategies for functional services48 cited
  • 2015Exploring the “mid office” concept as an enabler of mass customization in services45 cited
  • 2015Collaborative purchasing of complex technologies in healthcare41 cited