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Technology, Design and Service Quality
0 references·10 citing·36 second hop
Technology, Design and Service Quality (1991)Technology, Design and Service QualityExplicating the role of emerging technologies and firm capabilities towards attainment of competitive advantage in health insurance service firms (2021)Explicating the role of emerg…Using blueprinting and benchmarking to identify marketing resources that help co-create customer value (2016)Using blueprinting and benchm…A Conceptual Comparison of Service Blueprinting and Business Process Modeling Notation (BPMN) (2015)A Conceptual Comparison of Se…Systemic Thinking on Services Science, Management and Engineering: Applications and Challenges in Services Systems Research (2013)Systemic Thinking on Services…Service blueprinting and BPMN: a comparison (2012)Service blueprinting and BPMN…Evaluating a model for analyzing methods used for measuring customer experience (2010)Evaluating a model for analyz…A Method to Analyze PSS from the Viewpoints of Function, Service Activity, and Product Behavior (2009)A Method to Analyze PSS from …From prescription to description: a critique and reorientation of service culture (2005)From prescription to descript…ServiceBlueprint als Methode zur Gestaltung und Implementierung von innovativen Dienstleistungsprozessen (2004)ServiceBlueprint als Methode …Service transaction analysis: assessing and improving the customer’s experience (1999)Service transaction analysis:…Recent Developments in Role Theory (1986)Service Positioning through Structural Change (1987)Services Marketing: Integrating Customer Focus Across the Firm (1996)How to Design a Service (1982)Designing services that deliver (1984)Service Blueprinting: A Practical Technique for Service Innovation (2008)The Social Construction of Reality: A Treatise in the Sociology of Knowledge. (1967)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Organizational culture and leadership (1993)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evolving to a New Dominant Logic for Marketing (2003)Service-Dominant Logic and Performance-Based Contracting: A Systems Thinking Perspective (2018)An Investigation into the Determinants of Customer Satisfaction (1982)How to Sustain the Customer Experience: (2007)Welcome to the experience economy (2019)Service Quality: New Directions in Theory and Practice (1994)The Perceived Image of Service Cooperatives: An Investigation in Canada and Mexico (2006)The effect of service employees' competence on financial institutions' image: benevolence as a moderator variable (2011)Creating the luxury accommodation experience: case studies from New Zealand (2018)A Theory of Semiotics (1976)Communication and Control Processes in the Delivery of Service Quality (1988)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Design and blueprinting for total quality management implementation in service organisations (2014)Combining Soft Systems Methodology, ethnographic observation, and discrete-event simulation: A case study in cancer care (2019)Traveling with pets: designing hospitality services for pet owners/parents and hotel guests (2023)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Firm Resources and Sustained Competitive Advantage (1991)Firm resources and sustained competitive advantage (2004)Determinants of customer perceived online shopping logistics service quality value: an empirical study from China (2018)Customer perceived quality of life in provider value cocreation: The mediating role of customer value cocreation and the moderating role of customer emotions (2023)The integration of the business model canvas and the service blueprinting to assist the conceptual design of new product-service systems (2023)Service Engineering: a novel engineering discipline for producers to increase value combining service and product (2006)Qualitative Data Analysis: An Expanded Sourcebook (1994)Three Approaches to Qualitative Content Analysis (2005)Elucidating technology-based social entrepreneurs’ scale and scope perspectives: a study of environmental and organizational variables (2021)Explicating the factors influencing successful implementation and management of sustainable innovation practices in research intensive organizations (2023)
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  • 1999Service transaction analysis: assessing and improving the customer’s experience67 cited
  • 2021Explicating the role of emerging technologies and firm capabilities towards attainment of competitive advantage in health insurance service firms49 cited
  • 2012Service blueprinting and BPMN: a comparison36 cited
  • 2016Using blueprinting and benchmarking to identify marketing resources that help co-create customer value31 cited
  • 2010Evaluating a model for analyzing methods used for measuring customer experience28 cited
  • 2015A Conceptual Comparison of Service Blueprinting and Business Process Modeling Notation (BPMN)24 cited
  • 2005From prescription to description: a critique and reorientation of service culture23 cited
  • 2013Systemic Thinking on Services Science, Management and Engineering: Applications and Challenges in Services Systems Research16 cited
  • 2004ServiceBlueprint als Methode zur Gestaltung und Implementierung von innovativen Dienstleistungsprozessen13 cited
  • 2009A Method to Analyze PSS from the Viewpoints of Function, Service Activity, and Product Behavior12 cited

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