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Stakeholder involvement in the new service design process
16 references·0 citing·41 second hop
Stakeholder involvement in the new service design process (2000)Stakeholder involvement in the new servic…WHO MATTERS TO CEOS? AN INVESTIGATION OF STAKEHOLDER ATTRIBUTES AND SALIENCE,CORPATE PERFORMANCE, AND CEO VALUES. (1999)WHO MATTERS TO CEOS? AN INVES…When Competitive Advantage Doesn't Lead to Performance: The Resource-Based View and Stakeholder Bargaining Power (1999)When Competitive Advantage Do…The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…IS SLACK GOOD OR BAD FOR INNOVATION? (1996)IS SLACK GOOD OR BAD FOR INNO…ASSESSING THE WORK ENVIRONMENT FOR CREATIVITY. (1996)ASSESSING THE WORK ENVIRONMEN…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Managing Customer Relationshi…Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Designing services that deliver (1984)Designing services that deliv…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…How to Design a Service (1982)How to Design a ServiceCoefficient Alpha and the Internal Structure of Tests (1951)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)An empirical assessment of the SERVQUAL scale (1992)The Commitment-Trust Theory of Relationship Marketing (1994)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Theory of the firm: Managerial behavior, agency costs and ownership structure (1976)Agency Costs of Free Cash Flow, Corporate Finance, and Takeovers (1986)The Theory of Economic Development (2003)Ambidexterity and Performance in Small-to Medium-Sized Firms: The Pivotal Role of Top Management Team Behavioral Integration (2006)Modes of Network Governance: Structure, Management, and Effectiveness (2007)Corporate responsibility and financial performance: the role of intangible resources (2009)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Brand Loyalty Vs. Repeat Purchasing Behavior (1973)Strategic Management and Marketing in the Service Sector (1984)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)Intraclass correlations: Uses in assessing rater reliability. (1979)Intrinsic Motivation and Self-Determination in Human Behavior (1985)Absorptive Capacity: A New Perspective on Learning and Innovation (1990)Innovation, Market Orientation, and Organizational Learning: An Integration and Empirical Examination (1998)Learning orientation, firm innovation capability, and firm performance (2002)A Multi‐Dimensional Framework of Organizational Innovation: A Systematic Review of the Literature (2009)Specification Tests in Econometrics (1978)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)A Service‐Orientated Approach to Marketing of Services (1978)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1996ASSESSING THE WORK ENVIRONMENT FOR CREATIVITY.6,028 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1996IS SLACK GOOD OR BAD FOR INNOVATION?2,140 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
  • 1999WHO MATTERS TO CEOS? AN INVESTIGATION OF STAKEHOLDER ATTRIBUTES AND SALIENCE,CORPATE PERFORMANCE, AND CEO VALUES.1,762 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 1984Designing services that deliver1,272 cited
  • 1999When Competitive Advantage Doesn't Lead to Performance: The Resource-Based View and Stakeholder Bargaining Power

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1,216 cited
  • 1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality1,185 cited
  • 1982How to Design a Service1,077 cited
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