SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Design and management of service processes : keeping customers for life
0 references·16 citing·52 second hop
Design and management of service processes : keeping customers for life (1996)Design and management of service processe…The role of customer experience in the effect of online flow state on customer loyalty (2021)The role of customer experien…Incorporation of customer satisfaction in public transport contracts – A preliminary analysis (2012)Incorporation of customer sat…An analysis of citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa (2012)An analysis of citizen satisf…The influence of multiple types of service convenience on behavioral intentions: The mediating role of consumer satisfaction in a Taiwanese leisure setting (2011)The influence of multiple typ…Service delivery system design: characteristics and contingencies (2011)Service delivery system desig…Requirements Engineering for Product Service Systems (2011)Requirements Engineering for …How to design and offer services successfully (2010)How to design and offer servi…The PSO triangle: designing product, service and organisation to create value (2009)The PSO triangle: designing p…Electronic government: Rethinking channel management strategies (2007)Electronic government: Rethin…The impact of network service performance on customer satisfaction and loyalty: High-speed internet service case in Korea (2006)The impact of network service…Customer satisfaction and Scuba-diving: Some insights from the deep (2006)Customer satisfaction and Scu…Critical success factors for a customer relationship management strategy (2006)Critical success factors for …Service engineering to intensify service contents in product life cycles (2003)Service engineering to intens…Research opportunities in service process design (2002)Research opportunities in ser…Service improvements in public services using SERVQUAL (2001)Service improvements in publi…Diving into service quality – the dive tour operator perspective (2000)Diving into service quality –…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Reengineering the corporation: A manifesto for business revolution (1993)Service Personnel, Technology, and Their Interaction in Influencing Customer Satisfaction* (2006)Configuring the after-sales service supply chain: A multiple case study (2007)Designing e-government services: key service attributes and citizen preference structures (2011)Case Study Research: Design and Methods (1984)Qualitative Data Analysis: An Expanded Sourcebook (1994)Case Study Research (2004)Transitioning from a goods‐dominant to a service‐dominant logic (2012)Human capital, service innovation advantage, and business performance (2016)Organizing for servitization: examining front- and back-end design configurations (2017)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)A classification model for product-service offerings (2013)Sustainable product-service systems for clothing: exploring consumer perceptions of consumption alternatives in Finland (2014)Challenges of servitization: A systematic literature review (2017)LISREL 7 : user's reference guide (1989)Principles and Practice of Structural Equation Modeling (1998)Fuzzy approach for the selection of third party reverse logistics provider (2009)Selection of third‐party reverse logistics provider using fuzzy extent analysis (2011)An analytic network process-based multicriteria decision making model for a reverse supply chain (2013)Designing services that deliver (1984)Eight types of product–service system: eight ways to sustainability? Experiences from SusProNet (2004)State-of-the-art in product-service systems (2007)Cooperative and responsive manufacturing enterprises (2011)Internal and external alignment in the servitization journey – overcoming the challenges (2015)Product-service system business model archetypes and sustainability (2019)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A PUBLIC MANAGEMENT FOR ALL SEASONS? (1991)SERVQUAL AND MODEL OF SERVICE QUALITY GAPS: A FRAMEWORK FOR DETERMINING AND PRIORITIZING CRITICAL FACTORS IN DELIVERING QUALITY SERVICES (2003)Comparative evaluation of critical factors in delivering service quality of banks (2010)SERVICE QUALITY IN THE PUBLIC SERVICE (2010)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Convenience and satisfaction: mediation of fairness and quality (2016)Why are Generation Y consumers the most likely to complain and repurchase? (2017)A systematic review of consumer satisfaction studies in hospitality journals: conceptual development, research approaches and future prospects (2018)Understanding Media: The Extensions of Man (1964)Channel choice and public service delivery in Canada: Comparing e-government to traditional service delivery (2011)Electronic services in the public sector: A conceptual framework (2013)It-Mediated Customer Service Content and Delivery in Electronic Governments: An Empirical Investigation of the Antecedents of Service Quality1 (2013)How to Design a Service (1982)Configuration of product‐service systems (2009)Framing research for service orientation of manufacturers through PSS approaches (2009)Service CAD system to integrate product and human activity for total value (2009)An Assessment of the Scientific Merits of Action Research (1978)Chief executives define their own data needs. (1979)Selection of optimal supplier in supply chain management strategy with analytic network process and choquet integral (2008)Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors (2011)Identifying the critical success factors for relationship management in PPP projects (2013)An assessment of the scientific merits of action research (2023)
this work references cited by second hop

References

No references inside the corpus for this window.

Cited by

  • 2006Critical success factors for a customer relationship management strategy293 cited
  • 2001Service improvements in public services using SERVQUAL248 cited
  • 2009The PSO triangle: designing product, service and organisation to create value246 cited
  • 2010How to design and offer services successfully232 cited
  • 2007Electronic government: Rethinking channel management strategies230 cited
  • 2002Research opportunities in service process design169 cited
  • 2003Service engineering to intensify service contents in product life cycles147 cited
  • 2011The influence of multiple types of service convenience on behavioral intentions: The mediating role of consumer satisfaction in a Taiwanese leisure setting136 cited
  • 2011Service delivery system design: characteristics and contingencies113 cited
  • 2006The impact of network service performance on customer satisfaction and loyalty: High-speed internet service case in Korea100 cited
  • 2012An analysis of citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa84 cited
  • 2011Requirements Engineering for Product Service Systems71 cited
  • 2021The role of customer experience in the effect of online flow state on customer loyalty66 cited

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

2000
Diving into service quality – the dive tour operator perspective
64 cited
  • 2012Incorporation of customer satisfaction in public transport contracts – A preliminary analysis52 cited
  • 2006Customer satisfaction and Scuba-diving: Some insights from the deep51 cited