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The Augmented Service Offering: A Conceptualization and Study of Its Impact on New Service Success
16 references·16 citing·34 second hopsampled
The Augmented Service Offering: A Conceptualization and Study of Its Impact on New Service Success (1998)The Augmented Service Offering: A Concept…Key Concepts for New Service Development (1996)Key Concepts for New Service …Benchmarking the Firm's Critical Success Factors in New Product Development (1995)Benchmarking the Firm's Criti…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Determinants of New Product Performance: A Review and Meta‐Analysis (1994)Determinants of New Product P…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…Risk Perception and Reduction in the Purchase of Consumer Services (1993)Risk Perception and Reduction…An Interim Report on Measuring Product Development Success and Failure (1993)An Interim Report on Measurin…Service management and marketing: managing the moments of truth in service competition (1990)Service management and market…Success and Failure in New Industrial Services (1989)Success and Failure in New In…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…New Products: What Separates Winners from Losers? (1987)New Products: What Separates …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…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 ServiceMarketing of services (1981)Marketing of servicesExploring antecedents of service innovation performance in manufacturing SMEs (2018)Exploring antecedents of serv…Absorbing Customer Knowledge (2017)Absorbing Customer KnowledgeFrontline employees’ collaboration in industrial service innovation: routes of co-creation’s effects on new service performance (2015)Frontline employees’ collabor…Achieving Customer Satisfaction through Integrated Products and Services: An Exploratory Study (2013)Achieving Customer Satisfacti…Enhancing business performance of hotels: The role of innovation and customer orientation (2012)Enhancing business performanc…How brand innovativeness and quality impact attitude toward new service line extensions: the moderating role of consumer involvement (2011)How brand innovativeness and …Strategies for achieving success for innovative versus incremental new services (2010)Strategies for achieving succ…Market-based capabilities and financial performance of firms: insights into marketing’s contribution to firm value (2008)Market-based capabilities and…Innovation types and performance in growing UK SMEs (2007)Innovation types and performa…The effect of service brand extensions on corporate image (2006)The effect of service brand e…Identifying determinants of success in development of new high‐contact services (2006)Identifying determinants of s…A research agenda for investigation of product innovation in the financial services sector (2005)A research agenda for investi…New service development: a network perspective (2004)New service development: a ne…High‐Technology Service Innovation Success: A Decision‐Making Perspective (2004)High‐Technology Service Innov…The impact of market orientation on product innovativeness and business performance (2003)The impact of market orientat…Successful market innovation (1999)Successful market innovationStrategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)An Investigation into the New Product Process: Steps, Deficiencies, and Impact (1986)Determinants of Financial Performance: A Meta-Analysis (1990)Why Some New Products are More Successful than Others (2001)Organizational innovation adoption: a multi-level framework of determinants and opportunities for future research (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Competitive Advantage: Creating and Sustaining Superior Performance (1985)Seeking the Ideal Form: Product Design and Consumer Response (1995)Learning orientation, firm innovation capability, and firm performance (2002)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)An Examination of Organizational Factors Influencing New Product Success in Internal and Alliance-Based Processes (2000)Teamwork Quality and the Success of Innovative Projects: A Theoretical Concept and Empirical Evidence (2001)Winning at new products : accelerating the process from idea to launch (2001)Interorganizational Collaboration and Innovation: Toward a Portfolio Approach * (2005)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
  • 1994Determinants of New Product Performance: A Review and Meta‐Analysis1,359 cited
  • 1987New Products: What Separates Winners from Losers?1,313 cited
  • 1995Benchmarking the Firm's Critical Success Factors in New Product Development1,226 cited
  • 1982How to Design a Service1,077 cited
  • 1996Key Concepts for New Service Development781 cited
  • 1993An Interim Report on Measuring Product Development Success and Failure746 cited
  • 1993Risk Perception and Reduction in the Purchase of Consumer Services439 cited
  • 1989Success and Failure in New Industrial Services

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436 cited
  • 1981Marketing of services353 cited
  • Cited by

    • 2007Innovation types and performance in growing UK SMEs371 cited
    • 2003The impact of market orientation on product innovativeness and business performance355 cited
    • 2008Market-based capabilities and financial performance of firms: insights into marketing’s contribution to firm value325 cited
    • 2012Enhancing business performance of hotels: The role of innovation and customer orientation271 cited
    • 2004High‐Technology Service Innovation Success: A Decision‐Making Perspective235 cited
    • 1999Successful market innovation203 cited
    • 2006Identifying determinants of success in development of new high‐contact services144 cited
    • 2015Frontline employees’ collaboration in industrial service innovation: routes of co-creation’s effects on new service performance139 cited
    • 2006The effect of service brand extensions on corporate image126 cited
    • 2013Achieving Customer Satisfaction through Integrated Products and Services: An Exploratory Study115 cited
    • 2004New service development: a network perspective115 cited
    • 2017Absorbing Customer Knowledge114 cited
    • 2010Strategies for achieving success for innovative versus incremental new services97 cited
    • 2018Exploring antecedents of service innovation performance in manufacturing SMEs97 cited
    • 2005A research agenda for investigation of product innovation in the financial services sector90 cited
    • 2011How brand innovativeness and quality impact attitude toward new service line extensions: the moderating role of consumer involvement89 cited