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Guest editorial: How technology is changing the design and delivery of services
16 references·13 citing·40 second hop
Guest editorial: How technology is changing the design and delivery of services (2011)Guest editorial: How technology is changi…Welcome to the experience economy (2019)Welcome to the experience eco…The Impact of New Media on Customer Relationships (2010)The Impact of New Media on Cu…Moving Forward and Making a Difference: Research Priorities for the Science of Service (2010)Moving Forward and Making a D…On value and value co-creation: A service systems and service logic perspective (2008)On value and value co-creatio…Competing on Analytics: The New Science of Winning (2007)Competing on Analytics: The N…Competing on analytics: the new science of winning (2007)Competing on analytics: the n…Creating new markets through service innovation (2006)Creating new markets through …Challenges and Opportunities in Multichannel Customer Management (2006)Challenges and Opportunities …Book Review: The World Is Flat: A Brief History of the Twenty-First Century by Thomas L. Friedman. New York: Farrar, Straus and Giroux, 2005 (2006)Book Review: The World Is Fla…The World Is Flat: A Brief History of the Twenty-First Century (2005)The World Is Flat: A Brief Hi…When choice is demotivating: Can one desire too much of a good thing? (2000)When choice is demotivating: …When choice is demotivating: Can one desire too much of a good thing? (2000)When choice is demotivating: …Unbundling the corporation (2000)Unbundling the corporationSelf-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Powershift: Knowledge, wealth and violence at the edge of the 21st century (1991)Powershift: Knowledge, wealth…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…The Future of Airports: How Travelers' Positive Perceptions Drive the Acceptance of 100% Contactless Smart Airports (2025)The Future of Airports: How T…Vietnamese Teachers’ Acceptance to Use E-Assessment Tools in Teaching: An Empirical Study Using PLS-SEM (2022)Vietnamese Teachers’ Acceptan…Thirteen years of Operations Management Research (OMR) journal: a bibliometric analysis and future research directions (2021)Thirteen years of Operations …How informational-based readiness and social influence affect usage intentions of self-service stores through different routes: an elaboration likelihood model perspective (2021)How informational-based readi…Effects of social interaction flow on experiential quality, service quality and satisfaction: moderating effects of self-service technologies to reduce employee interruptions (2021)Effects of social interaction…Digital healthcare retail: role of presence in creating patients' experience (2021)Digital healthcare retail: ro…Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View (2021)Airport Self-Service Technolo…Investigation into waiting time, self‐service technology, and customer loyalty: The mediating role of waiting time in satisfaction (2020)Investigation into waiting ti…Creating sustainable customer value through digitality (2019)Creating sustainable customer…ICT-Enabled Service Innovation in Human-Centered Service Systems: A Systematic Literature Review (2016)ICT-Enabled Service Innovatio…Using Digital Service Inventories to Create Customer Value (2015)Using Digital Service Invento…Learning by customers as co-producers in financial services: An empirical study of the effects of learning channels and customer characteristics (2012)Learning by customers as co-p…Investigating Value Co-Creation in Innovation of IT-enabled Services: An Empirical Study of Mobile Data Services (2011)Investigating Value Co-Creati…Information and Consumer Behavior (1970)The nature of human values (1973)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)From value chain to value constellation: designing interactive strategy. (1993)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Evolving to a New Dominant Logic for Marketing (2003)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy (2023)Intrinsic Motivation and Self-Determination in Human Behavior (1985)Intrinsic Motivation and Self-Determination in Human Behavior (1988)The Effect of Word of Mouth on Sales: Online Book Reviews (2006)Customer Engagement as a New Perspective in Customer Management (2010)Social Media Peer Communication and Impacts on Purchase Intentions: A Consumer Socialization Framework (2012)What We Know and Don't Know about Online Word-of-Mouth: A Review and Synthesis of the Literature (2014)A BEHAVIORAL MODEL OF RATIONAL CHOICE (1955)Generalized expectancies for internal versus external control of reinforcement. (1966)A Motivational Science Perspective on the Role of Student Motivation in Learning and Teaching Contexts. (2003)Psychology and Economics: Evidence from the Field (2009)Uniting the Tribes of Fluency to Form a Metacognitive Nation (2009)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Zero defections: quality comes to services. (1990)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Satisfaction: a behavioral perspective on the consumer (2010)The Internationalization of Higher Education: Motivations and Realities (2007)THE CASE FOR REGIONAL DEVELOPMENT INTERVENTION: PLACE‐BASED VERSUS PLACE‐NEUTRAL APPROACHES* (2012)What Is STEM? A Discussion About Conceptions of STEM in Education and Partnerships (2012)Consumer Cocreation in New Product Development (2010)Value co-creation: concept and measurement (2014)Service Research Priorities in a Rapidly Changing Context (2015)Exploring the essence of memorable tourism experiences (2011)Customer experience management: toward implementing an evolving marketing concept (2015)Maximizing versus satisficing: Happiness is a matter of choice. (2002)Human geography without scale (2005)Bowing before Dual Gods: How Structured Flexibility Sustains Organizational Hybridity (2017)
this work references cited by second hop

References

  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 2005The World Is Flat: A Brief History of the Twenty-First Century4,211 cited
  • 2008On value and value co-creation: A service systems and service logic perspective3,154 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
  • 2000When choice is demotivating: Can one desire too much of a good thing?2,885 cited
  • 2000When choice is demotivating: Can one desire too much of a good thing?2,564 cited
  • 2019Welcome to the experience economy2,562 cited
  • 2010Moving Forward and Making a Difference: Research Priorities for the Science of Service1,545 cited
  • 2006Book Review: The World Is Flat: A Brief History of the Twenty-First Century by Thomas L. Friedman. New York: Farrar, Straus and Giroux, 20051,431 cited
  • 2010The Impact of New Media on Customer Relationships1,415 cited
  • 2006Challenges and Opportunities in Multichannel Customer Management1,155 cited
  • 2007Competing on Analytics: The New Science of Winning1,133 cited
  • 2007Competing on analytics: the new science of winning941 cited
  • 1991Powershift: Knowledge, wealth and violence at the edge of the 21st century496 cited

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  • 2006Creating new markets through service innovation464 cited
  • 2000Unbundling the corporation299 cited
  • Cited by

    • 2021Thirteen years of Operations Management Research (OMR) journal: a bibliometric analysis and future research directions34 cited
    • 2021Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View34 cited
    • 2021Effects of social interaction flow on experiential quality, service quality and satisfaction: moderating effects of self-service technologies to reduce employee interruptions29 cited
    • 2020Investigation into waiting time, self‐service technology, and customer loyalty: The mediating role of waiting time in satisfaction27 cited
    • 2021How informational-based readiness and social influence affect usage intentions of self-service stores through different routes: an elaboration likelihood model perspective26 cited
    • 2019Creating sustainable customer value through digitality25 cited
    • 2021Digital healthcare retail: role of presence in creating patients' experience23 cited
    • 2012Learning by customers as co-producers in financial services: An empirical study of the effects of learning channels and customer characteristics22 cited
    • 2016ICT-Enabled Service Innovation in Human-Centered Service Systems: A Systematic Literature Review20 cited
    • 2015Using Digital Service Inventories to Create Customer Value17 cited
    • 2022Vietnamese Teachers’ Acceptance to Use E-Assessment Tools in Teaching: An Empirical Study Using PLS-SEM13 cited
    • 2011Investigating Value Co-Creation in Innovation of IT-enabled Services: An Empirical Study of Mobile Data Services9 cited
    • 2025The Future of Airports: How Travelers' Positive Perceptions Drive the Acceptance of 100% Contactless Smart Airports6 cited