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Thematic elements underlying the delivery of services in high-contact public service encounters
16 references·0 citing·41 second hop
Thematic elements underlying the delivery of services in high-contact public service encounters (2012)Thematic elements underlying the delivery…Qualitative case studies in operations management: Trends, research outcomes, and future research implications (2010)Qualitative case studies in o…Service-dominant logic: continuing the evolution (2007)Service-dominant logic: conti…Competing through service: Insights from service-dominant logic (2006)Competing through service: In…Information Technology and the Performance of the Customer Service Process: A Resource-Based Analysis1 (2005)Information Technology and th…IT doesn't matter. (2003)IT doesn't matter.Effective case research in operations management: a process perspective (2002)Effective case research in op…Case research in operations management (2002)Case research in operations m…Technology 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…Dynamic capabilities and strategic management (1997)Dynamic capabilities and stra…Basic concepts for qualitative research (1997)Basic concepts for qualitativ…Emotional Labor in Service Roles: The Influence of Identity (1993)Emotional Labor in Service Ro…Case Study Research: Design and Methods (1991)Case Study Research: Design a…Naturalistic inquiry (1985)Naturalistic inquiryCase Study Research: Design and Methods (1984)Case Study Research: Design a…III. “Degrees of Freedom” and the Case Study (1975)III. “Degrees of Freedom” and…The Discovery of Grounded Theory; Strategies for Qualitative Research (1968)THE DISCOVERY OF GROUNDED THEORY: STRATEGIES FOR QUALITATIVE RESEARCH. By Barney G. Glaser and Anselm L. Strauss. Chicago: Aldine Publishing Company, 1967. 271 pp. $6.75 (1968)Basics of Qualitative Research: Grounded Theory Procedures and Techniques. (1992)Renaissance of case research as a scientific method (2014)The role of collaboration in supply chain resilience (2015)The Presentation of Self in Everyday Life. (1956)Stress, appraisal, and coping (1985)Emotional regulation in the workplace: A new way to conceptualize emotional labor. (2000)Social Identity and Self-Categorization Processes in Organizational Contexts (2000)Customer Engagement (2011)Stress: Appraisal and Coping (2013)Firm Resources and Sustained Competitive Advantage (1991)Evolving to a New Dominant Logic for Marketing (2003)Firm resources and sustained competitive advantage (2004)Institutions and axioms: an extension and update of service-dominant logic (2015)The Nature of the Firm (1937)A resource‐based view of the firm (1984)The Relational View: Cooperative Strategy and Sources of Interorganizational Competitive Advantage (1998)Dynamic capabilities: what are they? (2000)The Theory of Economic Development (2003)Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance (2007)Social Marketing: An Approach to Planned Social Change (1971)Managing the co-creation of value (2007)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)The critical incident technique. (1954)Zero defections: quality comes to services. (1990)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Satisfaction: a behavioral perspective on the consumer (2010)Understanding Customer Experience Throughout the Customer Journey (2016)Artificial Intelligence in Service (2018)Mixed Methods Research: A Research Paradigm Whose Time Has Come (2004)Qualitative research: Methods in the social sciences (2006)Document Analysis as a Qualitative Research Method (2009)Theory Building From Cases: Opportunities And Challenges (2007)Qualitative Case Study Methodology: Study Design and Implementation for Novice Researchers (2015)Review: Information Technology and Organizational Performance: An Integrative Model of IT Business Value1 (2004)Post-Adoption Variations in Usage and Value of E-Business by Organizations: Cross-Country Evidence from the Retail Industry (2005)What drives a successful e-Learning? An empirical investigation of the critical factors influencing learner satisfaction (2007)Three Approaches to Qualitative Content Analysis (2005)Seeking Qualitative Rigor in Inductive Research (2012)Thematic Analysis (2017)
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References

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