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Perspectives on the Technology of Service Operations
16 references·16 citing·44 second hopsampled
Perspectives on the Technology of Service Operations (1982)Perspectives on the Technology of Service…The service organization: Climate is crucial (1980)The service organization: Cli…Employee and Customer Perceptions of Service in Banks (1980)Employee and Customer Percept…Boundary Spanning Roles and Organization Structure (1977)Boundary Spanning Roles and O…Organizational Control: Two Functions (1975)Organizational Control: Two F…The harassed decision maker: Time pressures, distractions, and the use of evidence. (1974)The harassed decision maker: …Predicting and Understanding Organization Structure (1973)Predicting and Understanding …Characteristics of Organizational Environments and Perceived Environmental Uncertainty (1972)Characteristics of Organizati…A Garbage Can Model of Organizational Choice (1972)A Garbage Can Model of Organi…Routine Technology, Social Structure, and Organization Goals (1969)Routine Technology, Social St…Operations Technology and Organization Structure: An Empirical Reappraisal (1969)Operations Technology and Org…The Evolution of Organizational Environments (1968)The Evolution of Organization…Organizational Size, Complexity, and Formalization (1967)Organizational Size, Complexi…The Causal Texture of Organizational Environments (1965)The Causal Texture of Organiz…Organizational Goals and Environment: Goal-Setting as an Interaction Process (1958)Organizational Goals and Envi…Suggestions for a Sociological Approach to the Theory of Organizations.I (1956)Suggestions for a Sociologica…A Theory of Social Comparison Processes (1954)A Theory of Social Comparison…Managing Citizens’ Uncertainty in E-Government Services: The Mediating and Moderating Roles of Transparency and Trust (2016)Managing Citizens’ Uncertaint…Online information quality and consumer satisfaction: The moderating roles of contextual factors – A meta-analysis (2015)Online information quality an…Organizational Buffering: Managing Boundaries and Cores (2005)Organizational Buffering: Man…Consumer-to-Consumer Conversations in Service Settings (2004)Consumer-to-Consumer Conversa…Cracks in the Glass Ceiling (2003)Cracks in the Glass CeilingThe impact of quality practices on customer satisfaction and business results: product versus service organizations (2001)The impact of quality practic…Customer perceptions of service quality: A critique (2001)Customer perceptions of servi…An analysis of role adoptions and scripts during customer‐to‐customer encounters (2000)An analysis of role adoptions…A typology of de‐coupling strategies in mixed services (2000)A typology of de‐coupling str…Organisation and expertise: An exploration of knowledge bases and the management of accounting and consulting firms (1998)Organisation and expertise: A…FUNCTIONAL BACKGROUND AS A DETERMINANT OF EXECUTIVES' SELECTIVE PERCEPTION. (1995)FUNCTIONAL BACKGROUND AS A DE…Discretion and the service employee (1993)Discretion and the service em…Organizational socialization of service customers (1992)Organizational socialization …Assessing Operations Management from a Strategic Perspective (1989)Assessing Operations Manageme…Technology, Structure, and Workgroup Effectiveness: A Test of a Contingency Model (1984)Technology, Structure, and Wo…Self-Management: Its Control and Relationship to Other Organizational Properties (1983)Self-Management: Its Control …Plans and the structure of behavior. (1960)Review and conceptual analysis of the employee turnover process. (1979)The Social Psychology of Organizations. (1979)UNTANGLING THE RELATIONSHIPS BETWEEN DISPLAYED EMOTIONS AND ORGANIZATIONAL SALES: THE CASE OF CONVENIENCE STORES. (1988)Employee Satisfaction, Customer Loyalty, and Financial Performance (1998)Organizational and psychological climate: A review of theory and research (2008)Comparison of Bayesian and regression approaches to the study of information processing in judgment (1971)Elimination by aspects: A theory of choice. (1972)Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective (1991)Toward a Theory of Situation Awareness in Dynamic Systems (1995)Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)Richard M. Cyert & James G. March, A Behavioral Theory of The Firm, Prentice-Hall, Inc., Englewood Cliffs, New Jersey, 1963, 332 s. (1964)Organizational Information Requirements, Media Richness and Structural Design (1986)A Dynamic Theory of Organizational Knowledge Creation (1994)The iron cage revisited institutional isomorphism and collective rationality in organizational fields (2004)Design for a Brain (1952)New Patterns of Management. (1962)THE HUMAN SIDE OF ENTERPRISE (1985)Stakeholder Theory: The State of the Art (2010)Organizing for Innovation in the Digitized World (2012)Organization and environment (1967)The Nature of Managerial Work (1974)Bridging the Boundary: External Activity and Performance in Organizational Teams (1992)POWER IN TOP MANAGEMENT TEAMS: DIMENSIONS, MEASUREMENT, AND VALIDATION. (1992)Managing Potential and Realized Absorptive Capacity: How do Organizational Antecedents Matter? (2005)Organization and Environment: Managing Differentiation and Integration. (1968)Reconceptualizing the Determinants of Risk Behavior (1992)Games and Decisions (2015)Organizational Response to Adversity: Fusing Crisis Management and Resilience Research Streams (2017)Informal social communication. (1950)Deviation, rejection, and communication. (1951)Inequity In Social Exchange (1965)The Elaboration Likelihood Model of Persuasion (1986)A Theory of Fairness, Competition, and Cooperation (1999)Level of aspiration. (2004)Institutionalized Organizations: Formal Structure as Myth and Ceremony (1977)Communication and Control Processes in the Delivery of Service Quality (1988)The Structuring of Organizations (1989)The Structuring of Organizational Structures (1980)Porter's (1980) Generic Strategies as Determinants of Strategic Group Membership and Organizational Performance (1984)The External Ties of Top Executives: Implications for Strategic Choice and Performance (1997)Exchange and Power in Networks of Interorganizational Relations (1977)The Dynamics of Interorganizational Coordination (1984)Industry Effects and Strategic Management Research (1990)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1954A Theory of Social Comparison Processes20,836 cited
  • 1972A Garbage Can Model of Organizational Choice7,956 cited
  • 1972Characteristics of Organizational Environments and Perceived Environmental Uncertainty3,662 cited
  • 1965The Causal Texture of Organizational Environments2,968 cited
  • 1977Boundary Spanning Roles and Organization Structure1,518 cited
  • 1956Suggestions for a Sociological Approach to the Theory of Organizations.I985 cited
  • 1974The harassed decision maker: Time pressures, distractions, and the use of evidence.753 cited
  • 1975Organizational Control: Two Functions653 cited
  • 1980Employee and Customer Perceptions of Service in Banks640 cited
  • 1968The Evolution of Organizational Environments637 cited
  • 1969Operations Technology and Organization Structure: An Empirical Reappraisal607 cited
  • 1969Routine Technology, Social Structure, and Organization Goals559 cited
  • 1973Predicting and Understanding Organization Structure539 cited
  • 1967Organizational Size, Complexity, and Formalization448 cited
  • 1958Organizational Goals and Environment: Goal-Setting as an Interaction Process431 cited

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  • 1980The service organization: Climate is crucial422 cited
  • Cited by

    • 1998Organisation and expertise: An exploration of knowledge bases and the management of accounting and consulting firms355 cited
    • 2016Managing Citizens’ Uncertainty in E-Government Services: The Mediating and Moderating Roles of Transparency and Trust350 cited
    • 1989Assessing Operations Management from a Strategic Perspective289 cited
    • 2001Customer perceptions of service quality: A critique270 cited
    • 1995FUNCTIONAL BACKGROUND AS A DETERMINANT OF EXECUTIVES' SELECTIVE PERCEPTION.244 cited
    • 1984Technology, Structure, and Workgroup Effectiveness: A Test of a Contingency Model218 cited
    • 1992Organizational socialization of service customers213 cited
    • 2001The impact of quality practices on customer satisfaction and business results: product versus service organizations193 cited
    • 2003Cracks in the Glass Ceiling191 cited
    • 2000An analysis of role adoptions and scripts during customer‐to‐customer encounters176 cited
    • 2004Consumer-to-Consumer Conversations in Service Settings165 cited
    • 1983Self-Management: Its Control and Relationship to Other Organizational Properties139 cited
    • 2005Organizational Buffering: Managing Boundaries and Cores138 cited
    • 2000A typology of de‐coupling strategies in mixed services134 cited
    • 1993Discretion and the service employee127 cited
    • 2015Online information quality and consumer satisfaction: The moderating roles of contextual factors – A meta-analysis123 cited