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Examining competitive priorities and competitive advantage in service organisations using Importance‐Performance Analysis matrix
16 references·11 citing·40 second hop
Examining competitive priorities and competitive advantage in service organisations using Importance‐Performance Analysis matrix (2011)Examining competitive priorities and comp…Foundations and Implications of a Proposed Unified Services Theory (2006)Foundations and Implications …Whither Services Marketing? (2004)Whither Services Marketing?The Four Service Marketing Myths (2004)The Four Service Marketing My…The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)The asymmetric relationship b…Customer repurchase intention (2003)Customer repurchase intentionThe service concept: the missing link in service design research? (2002)The service concept: the miss…The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value (1999)The Service Profit Chain: How…Recovering and Learning from Service Failure (1998)Recovering and Learning from …Innovation in services (1997)Innovation in servicesThe determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…Competing for the Future (1994)Competing for the FutureManufacturing Flexibility: A Strategic Perspective (1993)Manufacturing Flexibility: A …Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Restoring Our Competitive Edge: Competing through Manufacturing. (1985)Restoring Our Competitive Edg…Quality Is Free: The Art of Making Quality Certain (1979)Quality Is Free: The Art of M…Importance-Performance Analysis (1977)Importance-Performance Analys…Why switch? The role of customer variety-seeking and engagement in driving service switching intention (2023)Why switch? The role of custo…Providing Service During a Merger: The Role of Organizational Goal Clarity and Servant Leadership (2022)Providing Service During a Me…Strategic Management Accounting (2020)Strategic Management Accounti…Performance assessment framework based on competitive priorities for sustainable freight transportation systems (2020)Performance assessment framew…Importance-performance analysis as a tool to guide employer branding strategies in the IT-BPM industry (2019)Importance-performance analys…Strategic Management Accounting and the Dimensions of Competitive Advantage: Testing the Associations in Saudi Industrial Sector (2018)Strategic Management Accounti…Application of Importance and Performance Matrix to Assess the Quality of Services Provided by Business Incubators (2018)Application of Importance and…A comparative analysis of competitive priorities and business performance between manufacturing and service firms (2017)A comparative analysis of com…Evolution of competitive priorities towards performance improvement: a meta-analysis (2016)Evolution of competitive prio…A Study on the Evaluation of Service Quality and Importance-Performance Analysis in Research Libraries (2016)A Study on the Evaluation of …Performance assessment of manufacturing SMEs: a frontier approach (2014)Performance assessment of man…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)The Commitment-Trust Theory of Relationship Marketing (1994)How destination image and evaluative factors affect behavioral intentions? (2006)The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009)The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019)An Evolutionary Theory of Economic Change. (1983)Who co-operates for innovation, and why (2002)The Theory of Economic Development (2003)Management Innovation (2008)A review of innovation research in tourism (2009)The Structure of Scientific Revolutions (1963)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Adopting a service logic for marketing (2006)Rethinking Customer Solutions: From Product Bundles to Relational Processes (2007)From goods to service(s): Divergences and convergences of logics (2008)The Discovery of Grounded Theory (2017)Mass customization: The new frontier in business competition (1999)Marketing management: analysis. planning. implementation and control (2000)Evolving to a New Dominant Logic for Marketing (2003)Contextualization and value-in-context: How context frames exchange (2011)Service-dominant logic 2025 (2016)The Relational View: Cooperative Strategy and Sources of Interorganizational Competitive Advantage (1998)Bridging Epistemologies: The Generative Dance Between Organizational Knowledge and Organizational Knowing (1999)Managing Firm Resources in Dynamic Environments to Create Value: Looking Inside the Black Box (2007)Conducting case study research in operations management (1993)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Foundations of Corporate Success (1995)MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH. (2002)Workplace spirituality and employee work attitudes (2003)The Management of Organizational Justice (2007)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Strategizing, economizing, and economic organization (1991)Case research in operations management (2002)Sustainable Operations Management (2005)Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Destination image analysis—a review of 142 papers from 1973 to 2000 (2002)Gain more insight from your PLS-SEM results (2016)
this work references cited by second hop

References

  • 1994Competing for the Future5,759 cited
  • 1977Importance-Performance Analysis4,319 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1979Quality Is Free: The Art of Making Quality Certain2,574 cited
  • 1985Restoring Our Competitive Edge: Competing through Manufacturing.2,212 cited
  • 1997Innovation in services1,798 cited
  • 2003Customer repurchase intention1,602 cited
  • 2004The Four Service Marketing Myths1,339 cited
  • 2004Whither Services Marketing?1,242 cited
  • 1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
  • 1993Manufacturing Flexibility: A Strategic Perspective1,133 cited
  • 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
  • 2003The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis780 cited
  • 2002The service concept: the missing link in service design research?766 cited
  • 2006Foundations and Implications of a Proposed Unified Services Theory731 cited

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  • 1998Recovering and Learning from Service Failure727 cited
  • Cited by

    • 2014Performance assessment of manufacturing SMEs: a frontier approach64 cited
    • 2020Performance assessment framework based on competitive priorities for sustainable freight transportation systems55 cited
    • 2019Importance-performance analysis as a tool to guide employer branding strategies in the IT-BPM industry38 cited
    • 2017A comparative analysis of competitive priorities and business performance between manufacturing and service firms33 cited
    • 2022Providing Service During a Merger: The Role of Organizational Goal Clarity and Servant Leadership30 cited
    • 2023Why switch? The role of customer variety-seeking and engagement in driving service switching intention30 cited
    • 2020Strategic Management Accounting27 cited
    • 2018Strategic Management Accounting and the Dimensions of Competitive Advantage: Testing the Associations in Saudi Industrial Sector21 cited
    • 2016Evolution of competitive priorities towards performance improvement: a meta-analysis20 cited
    • 2018Application of Importance and Performance Matrix to Assess the Quality of Services Provided by Business Incubators10 cited
    • 2016A Study on the Evaluation of Service Quality and Importance-Performance Analysis in Research Libraries1 cited