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Information at the moment of truth: case study design
16 references·0 citing·36 second hop
Information at the moment of truth: case study design (1998)Information at the moment of truth: case …Qualitative Data Analysis (2008)Qualitative Data AnalysisNet gain: Expanding markets through virtual communities (1999)Net gain: Expanding markets t…Exploiting the virtual value chain (1999)Exploiting the virtual value …Do you want to keep your customers forever? (1995)Do you want to keep your cust…Reengineering the corporation: A manifesto for business revolution (1993)Reengineering the corporation…Process innovation: reengineering work through information technology (1993)Process innovation: reenginee…The Changing Role of Marketing in the Corporation (1992)The Changing Role of Marketin…Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…Understanding Customer Expectations of Service (1991)Understanding Customer Expect…Studying Information Technology in Organizations: Research Approaches and Assumptions (1991)Studying Information Technolo…Zero defections: quality comes to services. (1990)Zero defections: quality come…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…A Scientific Methodology for MIS Case Studies (1989)A Scientific Methodology for …The Case Research Strategy in Studies of Information Systems (1987)The Case Research Strategy in…The Service encounter : managing employee/customer interaction in service businesses (1985)The Service encounter : manag…Case Research in Marketing: Opportunities, Problems, and a Process (1985)Case Research in Marketing: O…The Nature of the Firm (1937)Research in Organizational Behavior (1984)The Resource-Based Theory of Competitive Advantage: Implications for Strategy Formulation (1991)Developing relationships in business networks (1995)The Comparative Advantage Theory of Competition (1995)Market-Based Assets and Shareholder Value: A Framework for Analysis (1998)Strategy and Structure: Chapters in the History of the American Industrial Enterprise (1962)Organization and environment (1967)Case Study Research: Design and Methods (1984)Interpretive case studies in IS research: nature and method (1995)A Set of Principles for Conducting and Evaluating Interpretive Field Studies in Information Systems1 (1999)The Structure of Scientific Revolutions (1963)The Social Construction of Reality (1967)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)Research Commentary: Desperately Seeking the “IT” in IT Research—A Call to Theorizing the IT Artifact (2001)The Nature of Theory in Information Systems1 (2006)Bridging the Qualitative–Quantitative Divide: Guidelines for Conducting Mixed Methods Research in Information Systems1 (2013)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)The Capabilities of Market-Driven Organizations (1994)A Resource-Based Perspective on Information Technology Capability and Firm Performance: An Empirical Investigation1 (2000)DEFINING SUPPLY CHAIN MANAGEMENT (2001)Measuring Service Quality: A Reexamination and Extension (1992)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Intentional social action in virtual communities (2002)Some antecedents and effects of trust in virtual communities (2002)Through a Glass Darkly: Information Technology Design, Identity Verification, and Knowledge Contribution in Online Communities (2007)A pedagogy of Multiliteracies Designing Social Futures (1996)Exploitation, Exploration, and Process Management: The Productivity Dilemma Revisited (2003)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Relational Benefits in Services Industries: The Customer's Perspective (1998)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)How Many Interviews Are Enough? (2005)A General Inductive Approach for Analyzing Qualitative Evaluation Data (2006)The qualitative content analysis process (2008)
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References

  • 2008Qualitative Data Analysis17,372 cited
  • 1993Reengineering the corporation: A manifesto for business revolution6,454 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1987The Case Research Strategy in Studies of Information Systems4,715 cited
  • 1993Process innovation: reengineering work through information technology4,378 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1991Studying Information Technology in Organizations: Research Approaches and Assumptions3,351 cited
  • 1992The Changing Role of Marketing in the Corporation2,773 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1999Net gain: Expanding markets through virtual communities1,673 cited
  • 1985Case Research in Marketing: Opportunities, Problems, and a Process1,557 cited
  • 1991Understanding Customer Expectations of Service1,403 cited
  • 1989A Scientific Methodology for MIS Case Studies1,316 cited
  • 1999Exploiting the virtual value chain1,059 cited
  • 1985The Service encounter : managing employee/customer interaction in service businesses503 cited

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1995
Do you want to keep your customers forever?
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