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Scenarios for future service encounters
16 references·1 citing·35 second hop
Scenarios for future service encounters (2004)Scenarios for future service encountersEmotions in Organizations (2019)Emotions in OrganizationsCompetitive Advantage (2010)Competitive AdvantageTechnology Infusion in Service Encounters (2000)Technology Infusion in Servic…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms (2000)Antecedents of workplace emot…The dance of change: The challenges to sustaining momentum in learning organizations (1999)The dance of change: The chal…The Dance of Change: The challenges to sustaining momentum in a learning organization (1999)The Dance of Change: The chal…Doing Qualitative Research (1999)Doing Qualitative ResearchScenario Planning: Managing for the Future (1998)Scenario Planning: Managing f…Learning from the future : competitive foresight scenarios (1998)Learning from the future : co…The Dimensions, Antecedents, and Consequences of Emotional Labor (1996)The Dimensions, Antecedents, …The Art of the Long View: Planning for the Future in an Uncertain World (1996)The Art of the Long View: Pla…Scenario planning at British Airways—A case study (1996)Scenario planning at British …The rise and fall of strategic planning (1995)The rise and fall of strategi…The rise and fall of strategic planning (1994)The rise and fall of strategi…The art of the long view: Planning for the future in an uncertain world (1991)The art of the long view: Pla…Directions in scenario planning literature – A review of the past decades (2009)Directions in scenario planni…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Technology Readiness Index (Tri) (2000)The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda (2000)Satisfaction: a behavioral perspective on the consumer (2010)The critical incident technique. (1954)Zero defections: quality comes to services. (1990)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Understanding Customer Experience Throughout the Customer Journey (2016)Artificial Intelligence in Service (2018)The Presentation of Self in Everyday Life. (1956)Stress, social support, and the buffering hypothesis. (1985)Emotional regulation in the workplace: A new way to conceptualize emotional labor. (2000)The effects of leader and follower emotional intelligence on performance and attitude (2002)The Job Demands‐Resources model: state of the art (2007)The Presentation of Self in Everyday Life (2023)An Organizational Learning Framework: From Intuition to Institution (1999)Causation and Effectuation: Toward a Theoretical Shift from Economic Inevitability to Entrepreneurial Contingency (2001)Discovery and Creation: Alternative Theories of Entrepreneurial Action (2006)The resource-based view and marketing: The role of market-based assets in gaining competitive advantage (2001)The new dynamics of strategy: Sense-making in a complex and complicated world (2003)A review of scenario planning (2012)Technology roadmapping—A planning framework for evolution and revolution (2003)How to improve scenario analysis as a strategic management tool? (2004)Advantages and disadvantages of scenario approaches for strategic foresight (2005)Bathtub dynamics: initial results of a systems thinking inventory (2000)Principal Leadership and School Performance: An Integration of Transformational and Instructional Leadership (2003)Building State Capability (2017)Market Orientation and the Learning Organization (1995)Deliberate Learning and the Evolution of Dynamic Capabilities (2002)Demonstrating Rigor Using Thematic Analysis: A Hybrid Approach of Inductive and Deductive Coding and Theme Development (2006)Sample Size in Qualitative Interview Studies (2015)Thematic Analysis (2017)Trust in Organizations (2001)Building organisational culture that stimulates creativity and innovation (2003)
this work references cited by second hop

References

  • 1999Doing Qualitative Research3,964 cited
  • 1995The rise and fall of strategic planning3,307 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,929 cited
  • 1996The Dimensions, Antecedents, and Consequences of Emotional Labor2,563 cited
  • 2000Technology Infusion in Service Encounters1,551 cited
  • 1994The rise and fall of strategic planning1,383 cited
  • 1996The Art of the Long View: Planning for the Future in an Uncertain World1,154 cited
  • 1999The Dance of Change: The challenges to sustaining momentum in a learning organization947 cited
  • 1998Scenario Planning: Managing for the Future631 cited
  • 1999The dance of change: The challenges to sustaining momentum in learning organizations592 cited
  • 2000Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms591 cited
  • 1991The art of the long view: Planning for the future in an uncertain world483 cited
  • 1998Learning from the future : competitive foresight scenarios201 cited
  • 2019Emotions in Organizations195 cited
  • 2010Competitive Advantage112 cited

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  • 1996Scenario planning at British Airways—A case study72 cited
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    • 2009Directions in scenario planning literature – A review of the past decades423 cited