SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Where does the customer fit in a service operation?
0 references·16 citing·52 second hopsampled
Where does the customer fit in a service operation? (1979)Where does the customer fit in a service …Customer participation and value creation: a systematic review and research implications (2013)Customer participation and va…The role of technology readiness in self‐service technology acceptance (2011)The role of technology readin…Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale (2011)Assessing the Self-service Te…Outcome-based contracts as a driver for systems thinking and service-dominant logic in service science: Evidence from the defence industry (2009)Outcome-based contracts as a …Complexity of service value networks: Conceptualization and empirical investigation (2008)Complexity of service value n…New measurement scales for evaluating perceptions of the technology‐mediated customer service experience (2004)New measurement scales for ev…Why Do Public-Sector Clients Coproduce? (2002)Why Do Public-Sector Clients …Quality and effectiveness in Web-based customer support systems (2002)Quality and effectiveness in …Blueprinting the service company (2002)Blueprinting the service comp…Work Organization, Technology, and Performance in Customer Service and Sales (1999)Work Organization, Technology…SERVICE TYPOLOGIES: A STATE OF THE ART SURVEY (1999)SERVICE TYPOLOGIES: A STATE O…From Scientific Management to Service Management (1994)From Scientific Management to…Building a new academic field—The case of services marketing (1993)Building a new academic field…Operations strategy: A literature review (1989)Operations strategy: A litera…A Framework for Analyzing Customer Service Orientations in Manufacturing (1989)A Framework for Analyzing Cus…Motivating the Client/Employee System as a Service Production Strategy (1983)Motivating the Client/Employe…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)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)Making Relationship Marketing Operational (1994)The impact of other customers on service experiences: A critical incident examination of “getting along” (1997)Linking perceived service quality and service loyalty: a multi‐dimensional perspective (1999)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)COBRA framework to evaluate e-government services: A citizen-centric perspective (2014)Improving service quality through customer journey analysis (2016)Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction (2018)Out of the Crisis (1982)Structural Equations with Latent Variables (1989)Structural Equations with Latent Variables. (1991)The viability of alternative call centre production models (2002)Who's On the Line? Indian Call Center Agents Pose as Americans for U.S.‐Outsourced Firms (2007)Work-based resources as moderators of the relationship between work hours and satisfaction with work-family balance. (2007)The Focused Factory (1974)Restoring Our Competitive Edge: Competing through Manufacturing. (1985)A Resource-Based Approach to Strategy Analysis in Small-Medium Sized Enterprises (1999)An exploratory analysis of new competencies: a resource based view perspective (2002)Creating a Superior Customer-Relating Capability (2003)The Principles of Scientific Management. (1912)Work and motivation (1964)Generalized expectancies for internal versus external control of reinforcement. (1966)Distinguishing between service relationships and encounters. (1999)From recipient to contributor: examining customer roles and experienced outcomes (2000)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Service management and marketing: managing the moments of truth in service competition (1990)Production, Information Costs and Economic Organization (1996)Strategies for the deployment of micro-generation: Implications for social acceptance (2007)Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens (2017)The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2017)Handbook of Industrial and Organizational Psychology. (1977)The Social Psychology of Organizations. (1979)Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees (2000)Optimal distinctiveness: Broadening the interface between institutional theory and strategic management (2016)The theory of planned behavior (1991)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)A history of research in service operations: What's the big idea ? (2006)Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel (2009)Designing e-government services: key service attributes and citizen preference structures (2011)Competitive Advantage: Creating and Sustaining Superior Performance (1985)Open Innovation: The New Imperative for Creating and Profiting from Technology (2003)External Control of Organizations: Resource Dependence Perspective (2011)Digital Business Strategy and Value Creation: Framing the Dynamic Cycle of Control Points1 (2013)MANAGING VALUE CO-CREATION IN THE TOURISM INDUSTRY (2013)Network management in the era of ecosystems: Systematic review and management framework (2017)The effect of negative online consumer reviews on product attitude: An information processing view (2007)eWOM overload and its effect on consumer behavioral intention depending on consumer involvement (2008)The impact of electronic word‐of‐mouth (2008)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

No references inside the corpus for this window.

Cited by

  • 1989A Framework for Analyzing Customer Service Orientations in Manufacturing536 cited
  • 2002Quality and effectiveness in Web-based customer support systems508 cited
  • 2004New measurement scales for evaluating perceptions of the technology‐mediated customer service experience419 cited
  • 2008Complexity of service value networks: Conceptualization and empirical investigation401 cited
  • 2002Blueprinting the service company395 cited
  • 1999Work Organization, Technology, and Performance in Customer Service and Sales380 cited
  • 1993Building a new academic field—The case of services marketing375 cited
  • 1983Motivating the Client/Employee System as a Service Production Strategy372 cited
  • 1989Operations strategy: A literature review366 cited
  • 2011Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale331 cited
  • 2011The role of technology readiness in self‐service technology acceptance325 cited
  • 2002Why Do Public-Sector Clients Coproduce?324 cited
  • 1994From Scientific Management to Service Management321 cited
  • 1999SERVICE TYPOLOGIES: A STATE OF THE ART SURVEY310 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

2013
Customer participation and value creation: a systematic review and research implications
303 cited
  • 2009Outcome-based contracts as a driver for systems thinking and service-dominant logic in service science: Evidence from the defence industry301 cited