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Service competitiveness – An international benchmarking comparison of service practice and performance in Germany, UK and USA
7 references·3 citing·43 second hop
Service competitiveness – An international benchmarking comparison of service practice and performance in Germany, UK and USA (1999)Service competitiveness – An internationa…The Service Profit Chain (2010)The Service Profit ChainThe Competitiveness of European Manufacturing — A Four Country Study (1995)The Competitiveness of Europe…Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry (1995)Strategic Determinants of Ser…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Operations as marketing: A competitive service strategy (1991)Operations as marketing: A co…Beefing up operations in service firms. (1991)Beefing up operations in serv…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A classification of service facilities, servicescapes and service factories (2012)A classification of service f…The New Service Model: a review, a critique and a way forward (2008)The New Service Model: a revi…UK and US management styles in logistics: different strokes for different folks? (2004)UK and US management styles i…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER. (2001)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Steps toward a science of service systems (2007)Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach (2009)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Absorptive Capacity: A New Perspective on Learning and Innovation (1990)Structural Equations with Latent Variables. (1991)Operations, Quality, and Profitability in the Provision of Banking Services (1999)Towards a Theory of Competitive Progression: Evidence from High‐Tech Manufacturing (2004)The central role of knowledge integration capability in service innovation-based competitive strategy (2018)Competitive advantage, creating and sustaining superior performance (1985)Competitive Advantage: Creating and Sustaining Superior Performance (1985)Survey research in operations management: historical analyses (2003)TOURISM AND HOTEL COMPETITIVENESS RESEARCH (2009)Creating value through returns management: Exploring the marketing–operations interface (2010)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Volatility, unpredictability and asymmetry (2009)Short‐run vs long‐run trade‐offs in outsourcing relationships (2010)Towards a Unified Definition of Supply Chain Management (2011)The cornerstones of competitive advantage: A resource‐based view (1993)Strategies for Theorizing from Process Data (1999)Deliberate Learning and the Evolution of Dynamic Capabilities (2002)Elements of Change in the Transformation towards Product Service Systems (2011)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Configuring value for competitive advantage: on chains, shops, and networks (1998)Service logic revisited: who creates value? And who co‐creates? (2008)Comparing quality management practices in the Australian service and manufacturing industries (1997)The human element in airline service quality: contact personnel and the customer (2008)Linking business strategy to service failures and financial performance: Empirical evidence from the U.S. domestic airline industry (2015)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)Operations management – from Taylor to Toyota – and Beyond? (1995)GMRG survey research in operations management (1997)The theory of performance frontiers (2000)
this work references cited by second hop

References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 2010The Service Profit Chain1,034 cited
  • 1995Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry331 cited
  • 1991Operations as marketing: A competitive service strategy225 cited
  • 1991Beefing up operations in service firms.123 cited
  • 1995The Competitiveness of European Manufacturing — A Four Country Study109 cited

Cited by

  • 2004UK and US management styles in logistics: different strokes for different folks?33 cited
  • 2008The New Service Model: a review, a critique and a way forward17 cited
  • 2012A classification of service facilities, servicescapes and service factories14 cited

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