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Service system structure
13 references·16 citing·33 second hop
Service system structure (2000)Service system structureIndustrial Organization (2012)Industrial OrganizationCommonalities in Reengineered Business Processes: Models and Issues (1996)Commonalities in Reengineered…Towards a Classification of Service Processes (1992)Towards a Classification of S…The QNET method for two-moment analysis of open queueing networks (1990)The QNET method for two-momen…A Taxonomy for Service Processes and its Implications for System Design (1990)A Taxonomy for Service Proces…Service Positioning through Structural Change (1987)Service Positioning through S…How can service businesses survive and prosper? (1986)How can service businesses su…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Where does the customer fit in a service operation? (1979)Where does the customer fit i…The subordinate's predicaments. (1979)The subordinate's predicament…Production & Operations Management: A Life Cycle Approach (1973)Production & Operations Manag…Industrial Organization: Theory and Practice (1966)Industrial Organization: Theo…An introduction to cybernetics (1956)An introduction to cyberneticsManaging environmental turbulence through innovation speed and operational flexibility in B2B service organizations (2020)Managing environmental turbul…Towards Circular Lean Product-Service Systems (2017)Towards Circular Lean Product…The Impact of Datafication on Service Systems (2014)The Impact of Datafication on…Strategic Design Responsiveness: An Empirical Analysis of US Retail Store Networks (2014)Strategic Design Responsivene…Satisficing data envelopment analysis: An application to SERVQUAL efficiency (2014)Satisficing data envelopment …Distinctive features of service performance measurement (2014)Distinctive features of servi…Creating Shopper Value: Co-Creation Roles, In-Store Self-Service Technology Use, and Value Differentiation (2014)Creating Shopper Value: Co-Cr…Measurement of Service Efficiency in Different Types of Banking Services (2013)Measurement of Service Effici…Service purchasing and value creation: Towards systemic purchases (2012)Service purchasing and value …Service productivity and service quality: A necessary trade-off? (2011)Service productivity and serv…Matching service strategies, business models and modular business processes (2010)Matching service strategies, …Toward a Provider-Based View on the Design and Delivery of Quality E-Service Encounters (2009)Toward a Provider-Based View …A framework for the configuration of after-sales service processes (2009)A framework for the configura…The classification and strategic management of services in e-commerce: Development of service taxonomy based on customer perception (2008)The classification and strate…Design of service systems using a knowledge‐based approach (2007)Design of service systems usi…Industrial service profiling: Matching service offerings and processes (2003)Industrial service profiling:…Breaking Free from Product Marketing (1977)Designing services that deliver (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Customer satisfaction, customer retention, and market share (1993)River Magic: Extraordinary Experience and the Extended Service Encounter (1993)Relation of Consumers' Buying Habits to Marketing Methods (1923)Principles of Marketing (1972)An empirical assessment of the SERVQUAL scale (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Designing conceptual articles: four approaches (2020)Social media and human need satisfaction: Implications for social media marketing (2015)Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior (2016)A study on the effects of social media marketing activities on brand equity and customer response in the airline industry (2017)Theory of constraints and linear programming: a comparison (1992)Is production and operations management a discipline? A citation/co‐citation study (1999)Application of preference selection index method for decision making over the design stage of production system life cycle (2013)A Framework for Analyzing Customer Service Orientations in Manufacturing (1989)Quality and effectiveness in Web-based customer support systems (2002)New measurement scales for evaluating perceptions of the technology‐mediated customer service experience (2004)Service Businesses and Productivity* (2004)The validity of the SERVQUAL and SERVPERF scales (2007)Performance effects of IT capability, service process innovation, and the mediating role of customer service (2011)Organizational Information Requirements, Media Richness and Structural Design (1986)Technological Discontinuities and Organizational Environments (1986)Using Technology and Constituting Structures: A Practice Lens for Studying Technology in Organizations (2000)A Dynamic Theory of Organizational Knowledge Creation (1994)Clarifying the Entrepreneurial Orientation Construct and Linking It To Performance (1996)Understanding and sharing intentions: The origins of cultural cognition (2005)Exploring the intellectual structures of information systems development: A social action theoretic analysis (1996)Sociology of Markets (1997)Using Qualitative Comparative Analysis in Strategic Management Research (2007)Towards a Theory of Competitive Progression: Evidence from High‐Tech Manufacturing (2004)Supply Chain Risk Management: Literature Review (2021)
this work references cited by second hop

References

  • 1956An introduction to cybernetics7,572 cited
  • 1966Industrial Organization: Theory and Practice2,030 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1987Service Positioning through Structural Change928 cited
  • 1979Where does the customer fit in a service operation?834 cited
  • 1986How can service businesses survive and prosper?740 cited
  • 1992Towards a Classification of Service Processes524 cited
  • 1979The subordinate's predicaments.301 cited
  • 2012Industrial Organization300 cited
  • 1973Production & Operations Management: A Life Cycle Approach235 cited
  • 1990A Taxonomy for Service Processes and its Implications for System Design217 cited
  • 1996Commonalities in Reengineered Business Processes: Models and Issues156 cited
  • 1990The QNET method for two-moment analysis of open queueing networks109 cited

Cited by

  • 2003Industrial service profiling: Matching service offerings and processes110 cited
  • 2011Service productivity and service quality: A necessary trade-off?104 cited
  • 2010

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

Matching service strategies, business models and modular business processes
79 cited
  • 2020Managing environmental turbulence through innovation speed and operational flexibility in B2B service organizations69 cited
  • 2017Towards Circular Lean Product-Service Systems65 cited
  • 2009Toward a Provider-Based View on the Design and Delivery of Quality E-Service Encounters58 cited
  • 2009A framework for the configuration of after-sales service processes56 cited
  • 2012Service purchasing and value creation: Towards systemic purchases54 cited
  • 2008The classification and strategic management of services in e-commerce: Development of service taxonomy based on customer perception52 cited
  • 2014Satisficing data envelopment analysis: An application to SERVQUAL efficiency46 cited
  • 2014Distinctive features of service performance measurement41 cited
  • 2014Creating Shopper Value: Co-Creation Roles, In-Store Self-Service Technology Use, and Value Differentiation31 cited
  • 2007Design of service systems using a knowledge‐based approach26 cited
  • 2014The Impact of Datafication on Service Systems25 cited
  • 2013Measurement of Service Efficiency in Different Types of Banking Services24 cited
  • 2014Strategic Design Responsiveness: An Empirical Analysis of US Retail Store Networks23 cited