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Multi-channel service design process: challenges and solutions
16 references·3 citing·40 second hop
Multi-channel service design process: challenges and solutions (2005)Multi-channel service design process: cha…The service concept: the missing link in service design research? (2002)The service concept: the miss…The Dynamics of Click-and-Mortar Electronic Commerce: Opportunities and Management Strategies (2002)The Dynamics of Click-and-Mor…Quality function deployment: A literature review (2002)Quality function deployment: …New service development: areas for exploitation and exploration (2002)New service development: area…Avoid the four perils of CRM. (2002)Avoid the four perils of CRM.The NetOffer model: a case example from the virtual marketspace (2000)The NetOffer model: a case ex…Service Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value (1999)The Service Profit Chain: How…Service operations management: return to roots (1999)Service operations management…Total Quality Development (1998)Total Quality DevelopmentCapacity management in service organisations (1998)Capacity management in servic…Designing and implementing new services: The challenges of integrating service systems (1997)Designing and implementing ne…Quality Function Deployment: How to Make QFD Work for You (1995)Quality Function Deployment: …Communication Theories: Origins, Methods, and Uses in the Mass Media (1991)Communication Theories: Origi…Service Management: Strategy and Leadership in Service Businesses. (1985)Service Management: Strategy …Designing services that deliver (1984)Designing services that deliv…ENGINEERING KNOWLEDGE-INTENSE, PERSONORIENTEDSERVICES – A STATE OF THE ART ANALYSIS (2011)ENGINEERING KNOWLEDGE-INTENSE…Measuring e‐government service value with the E‐GOVSQUAL‐RISK model (2008)Measuring e‐government servic…Multi-channel services for click and mortars ; Development of a design method (2006)Multi-channel services for cl…Corporate Financial Structure and Managerial Incentives (1982)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Customer loyalty in the hotel industry: the role of customer satisfaction and image (2000)Beyond Engagement and Participation: User and Community Coproduction of Public Services (2007)The House of Quality (1988)Quality Function Deployment : Integrating Customer Requirements into Product Design (1990)The Voice of the Customer (1993)A systematic approach to quality function deployment with a full illustrative example (2004)Customer involvement in new product development (2005)Review, analysis and classification of the literature on QFD—Types of research, difficulties and benefits (2008)Basic Marketing: A Managerial Approach (1978)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Service Positioning through Structural Change (1987)Capabilities for managing service innovation: towards a conceptual framework (2010)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)Towards a Better Measure of Customer Experience (2013)Exploration and Exploitation in Organizational Learning (1991)PRODUCT DEVELOPMENT: PAST RESEARCH, PRESENT FINDINGS, AND FUTURE DIRECTIONS (1995)Design Rules (2000)Research on Innovation: A Review and Agenda for Marketing Science (2006)Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting (2011)When the Recipe Is More Important Than the Ingredients (2013)Framing Politics at the Launch of the Euro: A Cross-National Comparative Study of Frames in the News (2001)The Market for News (2005)Exploring Consumer Motivations for Creating User-Generated Content (2008)The relationship marketing process: communication, interaction, dialogue, value (2004)Re-conceptualizing Information System Success: The IS-Impact Measurement Model (2008)Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)Product planning in quality function deployment using a combined analytic network process and goal programming approach (2002)A fuzzy optimization model for QFD planning process using analytic network approach (2004)Product platform design and customization: Status and promise (2004)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)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Critical Service Encounters: The Employee's Viewpoint (1994)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon (2004)Why build a customer relationship management capability? (2007)The Effect of Customers' Social Media Participation on Customer Visit Frequency and Profitability: An Empirical Investigation (2012)
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References

  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 1984Designing services that deliver1,272 cited
  • 1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
  • 2002Quality function deployment: A literature review1,092 cited
  • 1995Quality Function Deployment: How to Make QFD Work for You970 cited
  • 1991Communication Theories: Origins, Methods, and Uses in the Mass Media961 cited
  • 2002The service concept: the missing link in service design research?766 cited
  • 1985Service Management: Strategy and Leadership in Service Businesses.736 cited
  • 2002Avoid the four perils of CRM.699 cited
  • 2002New service development: areas for exploitation and exploration658 cited
  • 1998Total Quality Development569 cited
  • 2002The Dynamics of Click-and-Mortar Electronic Commerce: Opportunities and Management Strategies233 cited
  • 1999Service operations management: return to roots227 cited
  • 2000The NetOffer model: a case example from the virtual marketspace224 cited
  • 1997Designing and implementing new services: The challenges of integrating service systems220 cited

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  • 1998Capacity management in service organisations149 cited
  • Cited by

    • 2008Measuring e‐government service value with the E‐GOVSQUAL‐RISK model73 cited
    • 2011ENGINEERING KNOWLEDGE-INTENSE, PERSONORIENTEDSERVICES – A STATE OF THE ART ANALYSIS16 cited
    • 2006Multi-channel services for click and mortars ; Development of a design method12 cited