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Different service firms, different core competencies
16 references·3 citing·38 second hop
Different service firms, different core competencies (1999)Different service firms, different core c…Production-Line Approach to Service (2012)Production-Line Approach to S…The Service Profit Chain (2010)The Service Profit ChainThe Intelligent Enterprise (2001)The Intelligent EnterpriseManaging the Professional Service Firm (1997)Managing the Professional Ser…Competitive advantage through people (1995)Competitive advantage through…Managing the professional service firm (1994)Managing the professional ser…Competitive Advantage Through People (1994)Competitive Advantage Through…The service-driven service company. (1991)The service-driven service co…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Moments of Truth (1987)Moments of TruthHow can service businesses survive and prosper? (1986)How can service businesses su…Manufacturing: The Formidable Competitive Weapon (1985)Manufacturing: The Formidable…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Management of Service Operations: Text, Cases and Readings (1979)Management of Service Operati…Organizational Analysis: A Sociological View. (1971)Organizational Analysis: A So…Organizational Analysis: A Sociological View (1970)Organizational Analysis: A So…A STRUCTURAL EQUATION MODELLING APPROACH TO VALIDATE THE DIMENSIONS OF SERVPERF IN AIRLINE INDUSTRY OF MALAYSIA (2012)A STRUCTURAL EQUATION MODELLI…Relationships among Service Quality, Customer Satisfaction and Customer Loyalty in Chain Restaurant (2011)Relationships among Service Q…Offshoring in the Service Sector: A European Perspective (2006)Offshoring in the Service Sec…Putting the Service-Profit Chain to Work (1994)The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Steps toward a science of service systems (2007)Principles of Marketing (1972)Breaking Free from Product Marketing (1977)ON GOODS AND SERVICES (1977)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Theory of Economic Regulation (1971)Imitation Costs and Patents: An Empirical Study (1981)The Second Industrial Divide (1985)Human Resource Bundles and Manufacturing Performance: Organizational Logic and Flexible Production Systems in the World Auto Industry (1995)INSTRUMENTAL STAKEHOLDER THEORY: A SYNTHESIS OF ETHICS AND ECONOMICS (1995)MODES OF THEORIZING IN STRATEGIC HUMAN RESOURCE MANAGEMENT: TESTS OF UNIVERSALISTIC, CONTINGENCY, AND CONFIGURATIONS. PERFORMANCE PREDICTIONS. (1996)Innovation in services (1997)Hybrid Offerings: How Manufacturing Firms Combine Goods and Services Successfully (2011)Experiential Knowledge and Cost in the Internationalization Process (2015)From Marketing Mix to Relationship Marketing (1994)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)How to Sustain the Customer Experience: (2007)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Whither Services Marketing? (2004)Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior (2016)Configuring value for competitive advantage: on chains, shops, and networks (1998)DIRECT AND MODERATING EFFECTS OF HUMAN CAPITAL ON STRATEGY AND PERFORMANCE IN PROFESSIONAL SERVICE FIRMS: A RESOURCE-BASED PERSPECTIVE. (2001)Knowledge Work: Ambiguity, Image and Identity (2001)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Institutionalized Organizations: Formal Structure as Myth and Ceremony (1977)Managing Legitimacy: Strategic and Institutional Approaches (1995)Authentic leadership development: Getting to the root of positive forms of leadership (2005)Organizations as Adaptive Systems in Complex Environments: The Case of China (1999)Routinization, work characteristics and their relationships with creative and proactive behaviors (2006)Information Technology and the Changing Fabric of Organization (2007)
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References

  • 1990Delivering quality service: balancing customer perceptions and expectations3,871 cited
  • 1994Competitive Advantage Through People2,534 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 2010The Service Profit Chain1,039 cited
  • 1970Organizational Analysis: A Sociological View894 cited
  • 1986How can service businesses survive and prosper?740 cited
  • 1997Managing the Professional Service Firm664 cited
  • 1971Organizational Analysis: A Sociological View.630 cited
  • 1987Moments of Truth614 cited
  • 2012Production-Line Approach to Service535 cited
  • 1991The service-driven service company.452 cited
  • 1985Manufacturing: The Formidable Competitive Weapon449 cited
  • 1995Competitive advantage through people429 cited
  • 1994Managing the professional service firm422 cited
  • 1979Management of Service Operations: Text, Cases and Readings252 cited
  • 2001The Intelligent Enterprise147 cited

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2012
A STRUCTURAL EQUATION MODELLING APPROACH TO VALIDATE THE DIMENSIONS OF SERVPERF IN AIRLINE INDUSTRY OF MALAYSIA
19 cited
  • 2011Relationships among Service Quality, Customer Satisfaction and Customer Loyalty in Chain Restaurant17 cited
  • 2006Offshoring in the Service Sector: A European Perspective10 cited