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“Service logic”: achieving service system integration
16 references·16 citing·33 second hopsampled
“Service logic”: achieving service system integration (1995)“Service logic”: achieving service system…Ethnographic Interview (2017)Ethnographic InterviewStewardship: choosing service over self-interest (1994)Stewardship: choosing service…Reengineering the corporation: A manifesto for business revolution (1993)Reengineering the corporation…Reengineering the Corporation (1993)Reengineering the CorporationOrganizational culture and leadership (1993)Organizational culture and le…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Understanding Customer Expectations of Service (1991)Understanding Customer Expect…Organizational culture. (1990)Organizational culture.Customer participation in service production and delivery. (1990)Customer participation in ser…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Learning How to Learn (1984)Learning How to LearnDesigning services that deliver (1984)Designing services that deliv…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Script processing in attitude formation and decision making. (1976)Script processing in attitude…Management. Tasks, Responsibilities, Practices. (1975)Management. Tasks, Responsibi…Guest editorial: the future of servitization in a digital era (2022)Guest editorial: the future o…Customer ecosystems: exploring how ecosystem actors shape customer experience (2022)Customer ecosystems: explorin…Effect of information technology-enabled supply chain integration on firm's operational performance (2020)Effect of information technol…Effect of IoT Capabilities and Energy Consumption behavior on Green Supply Chain Integration (2018)Effect of IoT Capabilities an…Service productisation: systematising and defining an offering (2017)Service productisation: syste…Reflections on customers’ primary role in markets (2017)Reflections on customers’ pri…Leveraging human resource development expertise to improve supply chain managers' skills and competencies (2013)Leveraging human resource dev…Co‐creating customer‐focused solutions within business networks: a service perspective (2012)Co‐creating customer‐focused …What does a service-dominant logic really mean for manufacturing firms? (2010)What does a service-dominant …Why service recovery fails (2009)Why service recovery failsGreat divides: internal alignment between logistics and peer functions (2008)Great divides: internal align…A Service-Dominant Logic for Management Education: It's Time (2008)A Service-Dominant Logic for …Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis (2007)Exploring the nature of the r…Blueprinting — Grundlage des Managements von Dienstleistungsunternehmen (2000)Blueprinting — Grundlage des …Service transaction analysis: assessing and improving the customer’s experience (1999)Service transaction analysis:…Mapping customers’ service experience for operations improvement (1999)Mapping customers’ service ex…Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Atmospherics as a Marketing Tool (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Understanding Customer Experience Throughout the Customer Journey (2016)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Capabilities of Market-Driven Organizations (1994)Market, Hierarchy, and Trust: The Knowledge Economy and the Future of Capitalism (2001)What Stakeholder Theory is Not (2003)Problems of Reliability and Validity in Ethnographic Research (1982)Positioning and Presenting Design Science Research for Maximum Impact1 (2013)Semistructured interviewing in primary care research: a balance of relationship and rigour (2019)Exploitation, Exploration, and Process Management: The Productivity Dilemma Revisited (2003)The female leadership advantage: An evaluation of the evidence (2003)The Modern Corporation: Origins, Evolution, Attributes. (1981)Strategy and Structure: (1986)Customer-led and market-oriented: let’s not confuse the two (1998)Dual coding theory and education (1991)Designing a Qualitative Study (2009)The ICAP Framework: Linking Cognitive Engagement to Active Learning Outcomes (2014)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Organizational Learning and Communities-of-Practice: Toward a Unified View of Working, Learning, and Innovation (1991)The Commitment-Trust Theory of Relationship Marketing (1994)The Antecedents of Deinstitutionalization (1992)The Social Side of Creativity: A Static and Dynamic Social Network Perspective (2003)Toward a theory of spiritual leadership (2003)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1993Organizational culture and leadership16,462 cited
  • 2017Ethnographic Interview8,276 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1993Reengineering the corporation: A manifesto for business revolution6,454 cited
  • 1984Learning How to Learn5,192 cited
  • 1990Organizational culture.2,793 cited
  • 1993Reengineering the Corporation2,520 cited
  • 1975Management. Tasks, Responsibilities, Practices.2,132 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
  • 1991Understanding Customer Expectations of Service1,403 cited
  • 1984Designing services that deliver1,272 cited
  • 1990Customer participation in service production and delivery.759 cited
  • 1976Script processing in attitude formation and decision making.694 cited
  • 1994Stewardship: choosing service over self-interest

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640 cited

Cited by

  • 2009Why service recovery fails236 cited
  • 2013Leveraging human resource development expertise to improve supply chain managers' skills and competencies182 cited
  • 2020Effect of information technology-enabled supply chain integration on firm's operational performance133 cited
  • 2012Co‐creating customer‐focused solutions within business networks: a service perspective133 cited
  • 1999Mapping customers’ service experience for operations improvement121 cited
  • 2010What does a service-dominant logic really mean for manufacturing firms?109 cited
  • 2007Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis86 cited
  • 2017Reflections on customers’ primary role in markets85 cited
  • 2018Effect of IoT Capabilities and Energy Consumption behavior on Green Supply Chain Integration81 cited
  • 1999Service transaction analysis: assessing and improving the customer’s experience67 cited
  • 2022Customer ecosystems: exploring how ecosystem actors shape customer experience56 cited
  • 2008Great divides: internal alignment between logistics and peer functions50 cited
  • 2000Blueprinting — Grundlage des Managements von Dienstleistungsunternehmen49 cited
  • 2008A Service-Dominant Logic for Management Education: It's Time46 cited
  • 2022Guest editorial: the future of servitization in a digital era46 cited
  • 2017Service productisation: systematising and defining an offering44 cited