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Service Management for Competitive Advantage
0 references·16 citing·54 second hopsampled
Service Management for Competitive Advantage (1994)Service Management for Competitive Advant…Understanding service experience and its impact on brand image in hospitality sector (2014)Understanding service experie…Empowering employees: job standardization and innovative behavior (2014)Empowering employees: job sta…Technology roadmapping for technology-based product–service integration: A case study (2011)Technology roadmapping for te…A systematic approach for diagnosing service failure: Service-specific FMEA and grey relational analysis approach (2011)A systematic approach for dia…Using the extension of DEMATEL to integrate hotel service quality perceptions into a cause–effect model in uncertainty (2008)Using the extension of DEMATE…Offshoring knowledge and service work: A conceptual model and research agenda (2007)Offshoring knowledge and serv…Standardization through process documentation (2006)Standardization through proce…Service productivity (2004)Service productivityMarket orientation, brand investment, new service development, market position and performance for service organisations (2004)Market orientation, brand inv…Mapping service quality in the tourism industry (2003)Mapping service quality in th…Knowledge Management for Quality Improvements in Hotels (2002)Knowledge Management for Qual…An analytic model to quantify strategic service vision (2001)An analytic model to quantify…Cross-Utilization of Workers Whose Capabilities Differ (1999)Cross-Utilization of Workers …Accelerating the Process of Engineering Change Orders: Capacity and Congestion Effects (1999)Accelerating the Process of E…A service positioning matrix (1998)A service positioning matrixStrategies for globalizing service operations (1996)Strategies for globalizing se…Determining Sample Size for Research Activities (1970)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)How to fuel employees’ prosocial behavior in the hotel service encounter (2019)Hospitality services in the post COVID-19 era: Are we ready for high-tech and no touch service delivery in smart hotels? (2021)Updates in service standards in hotels: how COVID-19 changed operations (2021)Introduction to Grey system theory (1989)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Risk prioritization in Failure Mode and Effects Analysis using interval type-2 fuzzy sets (2015)FMEA Using Uncertainty Theories and MCDM Methods (2016)A novel evidential FMEA method by integrating fuzzy belief structure and grey relational projection method (2018)The Focused Factory (1974)Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Service operations management: from the roots up (2005)Operations management (2010)A lean approach for service productivity improvements: synergy or oxymoron? (2013)Conceptualizing smart shopping with a smartphone: implications of the use of mobile devices for shopping productivity and value (2015)A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)How can service businesses survive and prosper? (1986)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Service Businesses and Productivity* (2004)A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services (2006)Service delivery system design: characteristics and contingencies (2011)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A mapping study of employee innovation: proposing a research agenda (2019)Does employee resilience exacerbate the effects of abusive supervision? A study of frontline employees’ self-esteem, turnover intention, and innovative behaviors (2021)Employee engagement, its antecedents and effects on business performance in hospitality industry: a multilevel analysis (2022)Where does the customer fit in a service operation? (1979)The profitable art of service recovery. (1990)The empowerment of service workers: what, why, how, and when. (1992)Contracts, relationships and integration: towards a model of the procurement of complex performance (2009)Demystifying Intercultural Service Encounters (2009)A Decisional Framework of Offshoring: Integrating Insights from 25 Years of Research to Provide Direction for Future* (2016)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The Commitment-Trust Theory of Relationship Marketing (1994)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Strategic branding of destinations: a framework (2009)Customer Orientation, Learning Orientation, and New Service Development (2011)Marketing capabilities and firm performance: literature review and future research agenda (2015)Measuring Service Quality: A Reexamination and Extension (1992)Service Quality, Satisfaction, and Intent to Return in Event Sport Tourism (2008)Factors influencing tourists' revisit intentions (2010)Factors influencing sport tourists’ revisit intentions (2015)Fuzzy sets (1965)Evaluating vehicle telematics system by using a novel MCDM techniques with dependence and feedback (2010)A hybrid model for selection of an outsourcing provider (2011)Supplier selection in the oil & gas industry: A comprehensive approach for Multi-Criteria Decision Analysis (2021)A Mathematical Programming Model for Scheduling Nursing Personnel in a Hospital (1972)A Three-Stage Manpower Planning and Scheduling Model—A Service-Sector Example (1973)Development and evaluation of an assignment heuristic for allocating cross-trained workers (2002)Diversity in Demographic Characteristics, Abilities and Personality Traits: Do Faultlines Affect Team Functioning? (2005)Producing sustainable competitive advantage through the effective management of people (2005)Reexamining the Nurse Scheduling Problem: Staffing Ratios and Nursing Shortages* (2006)
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  • 2003Mapping service quality in the tourism industry209 cited
  • 2004Service productivity209 cited
  • 2004Market orientation, brand investment, new service development, market position and performance for service organisations163 cited
  • 1999Cross-Utilization of Workers Whose Capabilities Differ148 cited
  • 2011A systematic approach for diagnosing service failure: Service-specific FMEA and grey relational analysis approach131 cited
  • 1998A service positioning matrix126 cited
  • 2014Understanding service experience and its impact on brand image in hospitality sector120 cited
  • 2007Offshoring knowledge and service work: A conceptual model and research agenda119 cited
  • 2014Empowering employees: job standardization and innovative behavior114 cited
  • 2008Using the extension of DEMATEL to integrate hotel service quality perceptions into a cause–effect model in uncertainty111 cited
  • 2011Technology roadmapping for technology-based product–service integration: A case study108 cited
  • 1999Accelerating the Process of Engineering Change Orders: Capacity and Congestion Effects107 cited
  • 2006Standardization through process documentation105 cited
  • 2001An analytic model to quantify strategic service vision

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101 cited
  • 1996Strategies for globalizing service operations99 cited
  • 2002Knowledge Management for Quality Improvements in Hotels98 cited