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Positioning services along the volume‐variety diagonal
14 references·16 citing·33 second hop
Positioning services along the volume‐variety diagonal (1999)Positioning services along the volume‐var…Operations management (2010)Operations managementService Operations Management (2008)Service Operations ManagementFrom Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)From Marketing Mix to Relatio…From Marketing Mix to Relationship Marketing (1994)From Marketing Mix to Relatio…Towards a Classification of Service Processes (1992)Towards a Classification of S…The empowerment of service workers: what, why, how, and when. (1992)The empowerment of service wo…Performance measurement in service businesses (1991)Performance measurement in se…Zero defections: quality comes to services. (1990)Zero defections: quality come…The profitable art of service recovery. (1990)The profitable art of service…A Taxonomy for Service Processes and its Implications for System Design (1990)A Taxonomy for Service Proces…How can service businesses survive and prosper? (1986)How can service businesses su…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Where does the customer fit in a service operation? 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References

  • 1972Principles of Marketing5,587 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1994From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing2,349 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 2010Operations management1,792 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1994From Marketing Mix to Relationship Marketing1,410 cited
  • 1992The empowerment of service workers: what, why, how, and when.1,243 cited
  • 1979Where does the customer fit in a service operation?834 cited
  • 1991Performance measurement in service businesses782 cited
  • 1986How can service businesses survive and prosper?740 cited
  • 1992Towards a Classification of Service Processes524 cited
  • 2008Service Operations Management300 cited
  • 1990A Taxonomy for Service Processes and its Implications for System Design217 cited

Cited by

  • 2005Service operations management: from the roots up134 cited
  • 2011Service delivery system design: characteristics and contingencies

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113 cited
  • 2005A Model for Evaluating Organizational Competencies: An Application in the Context of a Quality Management Initiative*109 cited
  • 2004Alinhando estratégia e competências94 cited
  • 2015The massification of higher education in the UK: Aspects of service quality91 cited
  • 2007Identifying Neo-Schumpeterian Innovation in Service Firms: A Conceptual Essay with a Novel Classification85 cited
  • 2012Controls, service type and perceived supplier performance in interfirm service exchanges84 cited
  • 2001Towards a contingency theory of TQM in services ‐ How implementation varies on the basis of volume and variety53 cited
  • 2015Exploring the “mid office” concept as an enabler of mass customization in services45 cited
  • 2017Service productisation: systematising and defining an offering44 cited
  • 2006The implementation of operations management techniques in service organisations44 cited
  • 2016Towards the strategic adoption of Lean in aviation Maintenance Repair and Overhaul (MRO) industry43 cited
  • 2019The influences of contract structure, contracting process, and service complexity on supplier performance40 cited
  • 2014Measuring Customer Experience40 cited
  • 2009Aplicação de simuladores de eventos discretos no processo de modelagem de sistemas de operações de serviços40 cited
  • 2018A customer journey perspective on service delivery system design: insights from healthcare36 cited