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Monitoring and Control in Service Operations
2 references·8 citing·39 second hop
Monitoring and Control in Service Operations (1985)Monitoring and Control in Service Operati…London Business School (2021)London Business SchoolThe Customer Contact Approach to Services: Theoretical Bases and Practical Extensions (1981)The Customer Contact Approach…An evolving fuzzy inference system for extraction of rule set for planning a product–service strategy (2015)An evolving fuzzy inference s…Embedding the new discipline of service science: A service science research agenda (2009)Embedding the new discipline …Products and Services - A Question of Visibility (1993)Products and Services - A Que…Information Technology as a Service Operation (1992)Information Technology as a S…The Different Operations Strategy Planning Process for Service Operations (1991)The Different Operations Stra…Why Productivity in the Hotel Sector is Low (1989)Why Productivity in the Hotel…A Framework for Developing a Quality Strategy in a Customer Processing Operation (1987)A Framework for Developing a …Service — A Polemic and a Proposal (1986)Service — A Polemic and a Pro…Moments of Truth (1987)Beyond products: services-based strategy. (1990)The Management of Service Operations (2001)Where does the customer fit in a service operation? (1979)New Tools for Achieving Service Quality (1984)Managing in the Service Economy (1988)Service quality: The construct, its dimensionality and its measurement (1996)Service quality: The construct, its dimensionality and its measurement (1996)Examining the factors which influence performance measurement and management in the Thai banking industry: an application of the balanced scorecard framework (2004)The Focused Factory (1974)Educational Organizations as Loosely Coupled Systems (1976)Breaking Free from Product Marketing (1977)Cutting Corners and Working Overtime: Quality Erosion in the Service Industry (2001)The impact of employee satisfaction on quality and profitability in high‐contact service industries (2008)An empirical study of employee loyalty, service quality and firm performance in the service industry (2009)Management. Tasks, Responsibilities, Practices. (1975)Production and inventory management (1983)Tourism marketing and management handbook. (1989)Operations management research in the hospitality industry (1998)Strategy development in tourism destinations : a DEA approach (2004)Demand fluctuations, labour flexibility and productivity (2016)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Communication and Control Processes in the Delivery of Service Quality (1988)Zero defections: quality comes to services. (1990)A Service Quality Model and its Marketing Implications (1984)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Gaps within the IS department: barriers to service quality (1998)SERVCESS: A Parsimonious Instrument to Measure Service Quality and Information System Success (2008)Identifying service superiority, zone of tolerance and underlying dimensions (2011)An introduction to cybernetics (1956)Evolving to a New Dominant Logic for Marketing (2003)Service-dominant logic: continuing the evolution (2007)Principles of Marketing (1972)Servitization of business: Adding value by adding services (1988)Decision Making in a Fuzzy Environment (2007)New Approach for Customer Clustering by Integrating the LRFM Model and Fuzzy Inference System (2018)A Comparative Analysis of the Major Determinants of Office Rental Values in Europe (1993)Displaced and Mixture Diffusions for Analytically-Tractable Smile Models (2002)Opportunities and challenges for expatriates in emerging markets: an exploratory study of Korean expatriates in India (2013)
this work references cited by second hop

References

  • 1981The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions602 cited
  • 2021London Business School67 cited

Cited by

  • 1989Why Productivity in the Hotel Sector is Low67 cited
  • 1987A Framework for Developing a Quality Strategy in a Customer Processing Operation45 cited
  • 1991The Different Operations Strategy Planning Process for Service Operations36 cited
  • 1992Information Technology as a Service Operation34 cited
  • 2009Embedding the new discipline of service science: A service science research agenda16 cited
  • 1986Service — A Polemic and a Proposal16 cited
  • 2015An evolving fuzzy inference system for extraction of rule set for planning a product–service strategy13 cited
  • 1993Products and Services - A Question of Visibility11 cited

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