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A model for strategic repositioning of service processes
16 references·16 citing·32 second hopsampled
A model for strategic repositioning of service processes (1995)A model for strategic repositioning of se…The New Industrial Engineering: Information Technology and Business Process Redesign (2011)The New Industrial Engineerin…The Management of Service Operations (2001)The Management of Service Ope…Towards a Classification of Service Processes (1992)Towards a Classification of S…Competing on capabilities: the new rules of corporate strategy. (1992)Competing on capabilities: th…Reengineering Work: Don’t Automate, Obliterate (1990)Reengineering Work: Don’t Aut…A Conceptual Model of Service Quality (1988)A Conceptual Model of Service…The Economic Institutions of Capitalism (1987)The Economic Institutions of …Electronic markets and electronic hierarchies (1987)Electronic markets and electr…How can service businesses survive and prosper? (1986)How can service businesses su…Winning and Keeping Industrial Customers : The Dynamics of Customer Relationships (1985)Winning and Keeping Industria…The Salesperson as Outside Agent or Employee: A Transaction Cost Analysis (1985)The Salesperson as Outside Ag…Restoring Our Competitive Edge: Competing through Manufacturing. (1985)Restoring Our Competitive Edg…The information system as a competitive weapon (1984)The information system as a c…Designing services that deliver (1984)Designing services that deliv…The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions (1981)The Customer Contact Approach…Where does the customer fit in a service operation? (1979)Where does the customer fit i…Factors Affecting the Implementation of Online Food Delivery and Its Impact on Restaurant Performance during the COVID-19 Pandemic (2023)Factors Affecting the Impleme…The design and delivery of modular legal services: implications for supply chain strategy (2018)The design and delivery of mo…Understanding the role of technology in service innovation: Comparison of three theoretical perspectives (2017)Understanding the role of tec…Experience co-creation in financial services: an empirical exploration (2015)Experience co-creation in fin…Modularizing services: A modified HoQ approach (2011)Modularizing services: A modi…Improving business incubator service performance in China: the role of networking resources and capabilities (2011)Improving business incubator …Matching service strategies, business models and modular business processes (2010)Matching service strategies, …Franchisee personality (2009)Franchisee personalityApplication of fault tree analysis to the service process: service tree analysis approach (2009)Application of fault tree ana…A framework for the configuration of after-sales service processes (2009)A framework for the configura…Revisit service classification to construct a customer‐oriented integrative service model (2008)Revisit service classificatio…Strategic supply chain choices for multi-channel Internet retailers (2007)Strategic supply chain choice…An Empirical Approach to Service Classification for Productivity Management Studies (2007)An Empirical Approach to Serv…A holistic method for finding out critical features of industry maintenance services (2007)A holistic method for finding…A proposed model of the descriptors of service process (2003)A proposed model of the descr…An empirical comparison of service matrices (2000)An empirical comparison of se…The Nature of the Firm (1937)The Economics of Organization: The Transaction Cost Approach (1981)How information gives you competitive advantage (1985)Studying Information Technology in Organizations: Research Approaches and Assumptions (1991)The interdisciplinary study of coordination (1994)Using Technology and Constituting Structures: A Practice Lens for Studying Technology in Organizations (2000)Decision support systems : an organizational perspective (1978)Service Quality: A Measure of Information Systems Effectiveness (1995)Understanding and Predicting Electronic Commerce Adoption: An Extension of the Theory of Planned Behavior1 (2006)Information Technology As A Factor Of Production: The Role Of Differences Among Firms (1995)Information Technology and Productivity: A Review of the Literature (1996)Information Technology, Workplace Organization and the Demand for Skilled Labor: Firm-Level Evidence (1999)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)Market orientation, customer value, and superior performance (1994)The management of resources and the resource of management (1995)An exploration towards a production theory and its application to construction (2000)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)Supply Chain Management: Implementation Issues and Research Opportunities (1998)Computing Productivity: Firm-Level Evidence (2003)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Critical Service Encounters: The Employee's Viewpoint (1994)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Strategizing, economizing, and economic organization (1991)Case research in operations management (2002)Sustainable Operations Management (2005)The Commitment-Trust Theory of Relationship Marketing (1994)A Survey of Corporate Governance (1997)Dynamic capabilities and strategic management (1997)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1987The Economic Institutions of Capitalism14,787 cited
  • 2011The New Industrial Engineering: Information Technology and Business Process Redesign3,035 cited
  • 1987Electronic markets and electronic hierarchies3,003 cited
  • 1990Reengineering Work: Don’t Automate, Obliterate2,922 cited
  • 1985Restoring Our Competitive Edge: Competing through Manufacturing.2,212 cited
  • 1984Designing services that deliver1,272 cited
  • 1992Competing on capabilities: the new rules of corporate strategy.1,190 cited
  • 1984The information system as a competitive weapon905 cited
  • 1979Where does the customer fit in a service operation?834 cited
  • 1986How can service businesses survive and prosper?740 cited
  • 1985The Salesperson as Outside Agent or Employee: A Transaction Cost Analysis735 cited
  • 1981The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions602 cited
  • 1988A Conceptual Model of Service Quality579 cited
  • 1992Towards a Classification of Service Processes524 cited
  • 1985Winning and Keeping Industrial Customers : The Dynamics of Customer Relationships363 cited
  • 2001

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The Management of Service Operations
348 cited

Cited by

  • 2010Matching service strategies, business models and modular business processes79 cited
  • 2003A proposed model of the descriptors of service process77 cited
  • 2017Understanding the role of technology in service innovation: Comparison of three theoretical perspectives76 cited
  • 2011Modularizing services: A modified HoQ approach66 cited
  • 2015Experience co-creation in financial services: an empirical exploration65 cited
  • 2009A framework for the configuration of after-sales service processes56 cited
  • 2007Strategic supply chain choices for multi-channel Internet retailers56 cited
  • 2009Franchisee personality49 cited
  • 2000An empirical comparison of service matrices42 cited
  • 2007A holistic method for finding out critical features of industry maintenance services39 cited
  • 2011Improving business incubator service performance in China: the role of networking resources and capabilities36 cited
  • 2007An Empirical Approach to Service Classification for Productivity Management Studies32 cited
  • 2008Revisit service classification to construct a customer‐oriented integrative service model29 cited
  • 2009Application of fault tree analysis to the service process: service tree analysis approach29 cited
  • 2018The design and delivery of modular legal services: implications for supply chain strategy23 cited
  • 2023Factors Affecting the Implementation of Online Food Delivery and Its Impact on Restaurant Performance during the COVID-19 Pandemic19 cited