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A perspective on client productivity in business‐to‐business consulting services
16 references·14 citing·39 second hop
A perspective on client productivity in business‐to‐business consulting services (2001)A perspective on client productivity in b…Winning the Service Game (2010)Winning the Service GameMarketing in the Network Economy (1999)Marketing in the Network Econ…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Dramatizing the Service Experience: a Managerial Approach (1992)Dramatizing the Service Exper…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Measuring Productivity in Services (1990)Measuring Productivity in Ser…Organization and Customer: Managing Design and Coordination of Services (1989)Organization and Customer: Ma…The Service Factory (1988)The Service FactorySERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Service Management: Strategy and Leadership in Service Businesses. (1985)Service Management: Strategy …A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Motivating the Client/Employee System as a Service Production Strategy (1983)Motivating the Client/Employe…An Applied Service Marketing Theory (1982)An Applied Service Marketing …The service organization: Climate is crucial (1980)The service organization: Cli…Customer readiness to co-production of mobile banking services: a customer-only co-production perspective (2021)Customer readiness to co-prod…The Influence of Customer Value Co-Creation Behavior on SME Brand Equity: An Empirical Analysis (2020)The Influence of Customer Val…Strategic Managerial Control for the Servitization Strategy (2017)Strategic Managerial Control …How customers ‘learn’ to work for retailers (2015)How customers ‘learn’ to work…CUSTOMER-INDUCED INTERACTIONS AND INNOVATION IN PROFESSIONAL SERVICES: THE CASE OF SOFTWARE CUSTOMISATION (2015)CUSTOMER-INDUCED INTERACTIONS…Challenges of measuring service productivity in innovative, knowledge-intensive business services (2013)Challenges of measuring servi…Synchronicity and alignment of productivity: the real value from Service Science? (2012)Synchronicity and alignment o…Dienstleistungsproduktivität – Stand der Forschung und Zusammenhang zu zentralen vorökonomischen Größen im Dienstleistungsmarketing (2011)Dienstleistungsproduktivität …Developing the organization's productivity strategy in various sectors of industry (2011)Developing the organization's…Construction Productivity Measures for Innovation Projects (2011)Construction Productivity Mea…Identifying factors affecting public service productivity (2010)Identifying factors affecting…Erscheinungsformen der Kundenintegration und Ansätze eines Integrationsmanagements (2009)Erscheinungsformen der Kunden…Buyer-seller interaction patterns during ongoing service exchange (2007)Buyer-seller interaction patt…An Empirical Approach to Service Classification for Productivity Management Studies (2007)An Empirical Approach to Serv…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)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)Advertising as Information (1974)Breaking Free from Product Marketing (1977)The Strength of Weak Ties (1973)Markets and Hierarchies: Analysis and Antitrust Implications. (1976)Economic Action and Social Structure: The Problem of Embeddedness (1985)Building Organizational Capabilities for Managing Economic Crisis: The Role of Market Orientation and Strategic Flexibility (2001)Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model (2004)Closing the Marketing Capabilities Gap (2011)The Dimensions, Antecedents, and Consequences of Emotional Labor (1996)Trust And Distrust: New Relationships and Realities (1998)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Evolving to a New Dominant Logic for Marketing (2003)Steps toward a science of service systems (2007)Atmospherics as a Marketing Tool (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Customer Engagement (2011)Understanding Customer Experience Throughout the Customer Journey (2016)What Is Meant by Services? (1966)An Investigation into the Determinants of Customer Satisfaction (1982)Customer satisfaction, customer retention, and market share (1993)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Mind, Self, and Society (2015)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level (1990)Measuring Service Quality in the Travel and Tourism Industry (1991)Web reviews influence on expectations and purchasing intentions of hotel potential customers (2013)
this work references cited by second hop

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
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 1999Marketing in the Network Economy1,067 cited
  • 2010Winning the Service Game859 cited
  • 1982An Applied Service Marketing Theory771 cited
  • 1985Service Management: Strategy and Leadership in Service Businesses.736 cited
  • 1989Organization and Customer: Managing Design and Coordination of Services435 cited
  • 1980The service organization: Climate is crucial422 cited
  • 1983Motivating the Client/Employee System as a Service Production Strategy372 cited
  • 1988The Service Factory258 cited
  • 1992Dramatizing the Service Experience: a Managerial Approach167 cited
  • 1990

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Measuring Productivity in Services
164 cited

Cited by

  • 2011Construction Productivity Measures for Innovation Projects43 cited
  • 2007Buyer-seller interaction patterns during ongoing service exchange38 cited
  • 2013Challenges of measuring service productivity in innovative, knowledge-intensive business services36 cited
  • 2007An Empirical Approach to Service Classification for Productivity Management Studies32 cited
  • 2020The Influence of Customer Value Co-Creation Behavior on SME Brand Equity: An Empirical Analysis27 cited
  • 2011Developing the organization's productivity strategy in various sectors of industry27 cited
  • 2011Dienstleistungsproduktivität – Stand der Forschung und Zusammenhang zu zentralen vorökonomischen Größen im Dienstleistungsmarketing17 cited
  • 2021Customer readiness to co-production of mobile banking services: a customer-only co-production perspective16 cited
  • 2012Synchronicity and alignment of productivity: the real value from Service Science?13 cited
  • 2015How customers ‘learn’ to work for retailers12 cited
  • 2010Identifying factors affecting public service productivity11 cited
  • 2017Strategic Managerial Control for the Servitization Strategy10 cited
  • 2015CUSTOMER-INDUCED INTERACTIONS AND INNOVATION IN PROFESSIONAL SERVICES: THE CASE OF SOFTWARE CUSTOMISATION8 cited
  • 2009Erscheinungsformen der Kundenintegration und Ansätze eines Integrationsmanagements8 cited