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Rethinking paradigms of service
7 references·16 citing·43 second hop
Rethinking paradigms of service (2003)Rethinking paradigms of serviceWelcome to the experience economy (2019)Welcome to the experience eco…Consumer Perceptions of Privacy and Security Risks for Online Shopping (2001)Consumer Perceptions of Priva…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Manufacturing Strategy : Text and Cases (1994)Manufacturing Strategy : Text…Lasting improvements in manufacturing performance: In search of a new theory (1990)Lasting improvements in manuf…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The Effects of Apologies for Service Failures in the Global Online Retail (2018)The Effects of Apologies for …Role of social media in retail network operations and marketing to enhance customer satisfaction (2017)Role of social media in retai…Ambidexterity, performance and environmental dynamism (2017)Ambidexterity, performance an…Tools without skills (2013)Tools without skillsThe service bullwhip effect (2013)The service bullwhip effectExploring Social Network Dynamics Driving Knowledge Management for Innovation (2013)Exploring Social Network Dyna…Measuring service experience: Applying the satisfaction with travel scale in public transport (2012)Measuring service experience:…Exploring internal mechanisms forming customer servicescape experiences (2012)Exploring internal mechanisms…The impact of user‐perceived e‐procurement quality on system and contract compliance (2011)The impact of user‐perceived …The paradox of expertise: is the Wikipedia Reference Desk as good as your library? (2009)The paradox of expertise: is …The effects of service failures and recovery on customer loyalty in e‐services (2009)The effects of service failur…Monitoring value‐in‐use of e‐service (2009)Monitoring value‐in‐use of e‐…Supplier performance evaluation: lessons from a large multinational organisation (2007)Supplier performance evaluati…Usability beyond the website: An empirically-grounded e-commerce evaluation instrument for the total customer experience (2006)Usability beyond the website:…The moderating effects of information technology sophistication on services practice and performance (2006)The moderating effects of inf…Service operations management: from the roots up (2005)Service operations management…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Zero defections: quality comes to services. 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A Case Study of Model Changeovers in the Toyota Production System (1999)THE IMPACT OF ENVIRONMENTAL TECHNOLOGIES ON MANUFACTURING PERFORMANCE. (1999)The influence of an integration strategy on competitive capabilities and business performance: An exploratory study of consumer products manufacturers (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A DEA-based two-stage network approach for hotel performance analysis: An internal cooperation perspective (2019)The differences in hotel selection among various types of travellers: A comparative analysis with a useful bounded rationality behavioural decision support model (2019)Impact of Social Media Marketing on Consumer’s Purchase Intentions: The Mediating role of Customer Trust (2020)Research in the process and content of manufacturing strategy (1990)A resource‐based view of manufacturing strategy and the relationship to manufacturing performance (2002)The Financial Impact of ISO 9000 Certification in the United States: An Empirical Analysis (2005)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)Exploring the essence of memorable tourism experiences (2011)Value co-creation: concept and measurement (2014)Customer experience management: toward implementing an evolving marketing concept (2015)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 2019Welcome to the experience economy2,562 cited
  • 1990Lasting improvements in manufacturing performance: In search of a new theory1,230 cited
  • 2001Consumer Perceptions of Privacy and Security Risks for Online Shopping1,179 cited
  • 1994Manufacturing Strategy : Text and Cases1,033 cited

Cited by

  • 2017Role of social media in retail network operations and marketing to enhance customer satisfaction282 cited
  • 2006Usability beyond the website: An empirically-grounded e-commerce evaluation instrument for the total customer experience155 cited
  • 2005Service operations management: from the roots up134 cited
  • 2009The effects of service failures and recovery on customer loyalty in e‐services128 cited
  • 2012Measuring service experience: Applying the satisfaction with travel scale in public transport116 cited
  • 2017Ambidexterity, performance and environmental dynamism96 cited
  • 2009Monitoring value‐in‐use of e‐service90 cited

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2012
Exploring internal mechanisms forming customer servicescape experiences
69 cited
  • 2018The Effects of Apologies for Service Failures in the Global Online Retail69 cited
  • 2013Exploring Social Network Dynamics Driving Knowledge Management for Innovation69 cited
  • 2013Tools without skills64 cited
  • 2009The paradox of expertise: is the Wikipedia Reference Desk as good as your library?63 cited
  • 2006The moderating effects of information technology sophistication on services practice and performance61 cited
  • 2013The service bullwhip effect60 cited
  • 2011The impact of user‐perceived e‐procurement quality on system and contract compliance58 cited
  • 2007Supplier performance evaluation: lessons from a large multinational organisation57 cited