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Service operations management: from the roots up
16 references·16 citing·39 second hopsampled
Service operations management: from the roots up (2005)Service operations management: from the r…The future of competition: co-creating unique value with customers (2004)The future of competition: co…Service Management (2004)Service ManagementPublic Management Reform: A Comparative Analysis (2004)Public Management Reform: A C…Co‐creating unique value with customers (2004)Co‐creating unique value with…Organizational Responses to Customer Complaints: What Works and What Doesn’t (2003)Organizational Responses to C…The service concept: the missing link in service design research? (2002)The service concept: the miss…New Public Management (2002)New Public ManagementThe influence of selected antecedents on frontline staff’s perceptions of service recovery performance (2000)The influence of selected ant…Technology Readiness Index (Tri) (2000)Technology Readiness Index (T…Technology Infusion in Service Encounters (2000)Technology Infusion in Servic…Service recovery: a framework and empirical investigation (2000)Service recovery: a framework…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Customer-Employee Rapport in Service Relationships (2000)Customer-Employee Rapport in …Public Management Reform (1999)Public Management ReformA Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Social media–based customer service and firm reputation (2020)Social media–based customer s…Lean thinking for education: development and validation of an instrument (2019)Lean thinking for education: …Bibliometric analysis of production planning and control (1990–2016) (2018)Bibliometric analysis of prod…How is service procurement different from goods procurement? Exploring ex ante costs and ex post problems in IT procurement (2017)How is service procurement di…Investigating the effects of service recovery quality elements on passengers' behavioral intention (2016)Investigating the effects of …How lean are financial service companies really? Empirical evidence from a large scale study in Germany (2014)How lean are financial servic…Services operations management and humanitarian logistics (2013)Services operations managemen…An integrated service recovery system (ISRS) (2013)An integrated service recover…Waiting for service at the checkout (2012)Waiting for service at the ch…Mapping service processes in manufacturing companies: industrial service blueprinting (2012)Mapping service processes in …Rethinking Lean Service (2011)Rethinking Lean ServiceMeasuring internal service quality: comparing the gap‐based and perceptions‐only approaches (2010)Measuring internal service qu…Customer feedback mechanisms and organisational learning in service operations (2010)Customer feedback mechanisms …Research themes, concepts and relationships (2008)Research themes, concepts and…Internal service – barriers, flows and assessment (2008)Internal service – barriers, …Evolution of operations management: past, present and future (2007)Evolution of operations manag…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer repurchase intention (2003)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The impact of online reviews on hotel booking intentions and perception of trust (2011)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda (2000)Understanding Service Convenience (2002)Satisfaction: a behavioral perspective on the consumer (2010)Coefficient Alpha and the Internal Structure of Tests (1951)On the Evaluation of Structural Equation Models (1988)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)An Updated and Streamlined Technology Readiness Index (2014)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Zero defections: quality comes to services. (1990)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Naturalistic inquiry (1985)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)Relationship quality as a predictor of B2B customer loyalty (2006)Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008)The New Public Service: Serving Rather than Steering (2000)The Middle Aging of New Public Management: Into the Age of Paradox? (2004)Trust in Government – the Relative Importance of Service Satisfaction, Political Factors and Demography (2014)Co-creation experiences: The next practice in value creation (2004)Managing the co-creation of value (2007)The digital transformation of innovation and entrepreneurship: Progress, challenges and key themes (2019)New Public Management Is Dead--Long Live Digital-Era Governance (2005)The New Public Governance? 1 (2006)Understanding Governance: Ten Years On (2007)A Strategic Framework for Customer Relationship Management (2005)Consumer engagement in a virtual brand community: An exploratory analysis (2011)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay (2005)When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 2004Public Management Reform: A Comparative Analysis3,520 cited
  • 2000Technology Readiness Index (Tri)3,320 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
  • 2004Co‐creating unique value with customers2,463 cited
  • 2004The future of competition: co-creating unique value with customers2,174 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 2000Technology Infusion in Service Encounters1,551 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 2002New Public Management1,301 cited
  • 2000Customer-Employee Rapport in Service Relationships1,150 cited
  • 2002The service concept: the missing link in service design research?766 cited
  • 2004Service Management722 cited
  • 2003Organizational Responses to Customer Complaints: What Works and What Doesn’t618 cited
  • 1999Public Management Reform594 cited
  • 2000Service recovery: a framework and empirical investigation576 cited
  • 2000

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The influence of selected antecedents on frontline staff’s perceptions of service recovery performance
551 cited

Cited by

  • 2007Evolution of operations management: past, present and future102 cited
  • 2012Waiting for service at the checkout89 cited
  • 2008Internal service – barriers, flows and assessment78 cited
  • 2008Research themes, concepts and relationships77 cited
  • 2010Measuring internal service quality: comparing the gap‐based and perceptions‐only approaches74 cited
  • 2013Services operations management and humanitarian logistics67 cited
  • 2014How lean are financial service companies really? Empirical evidence from a large scale study in Germany63 cited
  • 2016Investigating the effects of service recovery quality elements on passengers' behavioral intention56 cited
  • 2011Rethinking Lean Service53 cited
  • 2020Social media–based customer service and firm reputation53 cited
  • 2012Mapping service processes in manufacturing companies: industrial service blueprinting52 cited
  • 2017How is service procurement different from goods procurement? Exploring ex ante costs and ex post problems in IT procurement51 cited
  • 2013An integrated service recovery system (ISRS)51 cited
  • 2019Lean thinking for education: development and validation of an instrument47 cited
  • 2010Customer feedback mechanisms and organisational learning in service operations44 cited
  • 2018Bibliometric analysis of production planning and control (1990–2016)43 cited