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The role of service guarantees in service development
16 references·1 citing·32 second hop
The role of service guarantees in service development (2004)The role of service guarantees in service…Service Management and Marketing (2011)Service Management and Market…Case Study Research (2004)Case Study ResearchWinning at new products : accelerating the process from idea to launch (2001)Winning at new products : acc…Recovering and Learning from Service Failure (1998)Recovering and Learning from …New service development: a review of the literature and annotated bibliography (1998)New service development: a re…Issues and Opportunities in New Product Development: An Introduction to the Special Issue (1997)Issues and Opportunities in N…Wellsprings of knowledge: building and sustaining the sources of innovation (1996)Wellsprings of knowledge: bui…The Voice of the Customer (1993)The Voice of the CustomerA Consumer-Side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality? (1993)A Consumer-Side Experimental …Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…Case Study Research: Design and Methods (1991)Case Study Research: Design a…Service Breakthroughs: Changing the Rules of the Game (1990)Service Breakthroughs: Changi…An Investigation into the New Product Process: Steps, Deficiencies, and Impact (1986)An Investigation into the New…Designing services that deliver (1984)Designing services that deliv…Case Study Research: Design and Methods (1984)Case Study Research: Design a…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …The Customer's Role in New Service Development (2007)The Customer's Role in New Se…Relation of Consumers' Buying Habits to Marketing Methods (1923)Principles of Marketing (1972)Breaking Free from Product Marketing (1977)An empirical assessment of the SERVQUAL scale (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Designing conceptual articles: four approaches (2020)The House of Quality (1988)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Customer value: The next source for competitive advantage (1997)A framework of sustainable supply chain management: moving toward new theory (2008)Improving Impact Studies of Teachers’ Professional Development: Toward Better Conceptualizations and Measures (2009)Case study research: design and methods (2011)Mixed Methods Research: A Research Paradigm Whose Time Has Come (2004)Qualitative research: Methods in the social sciences (2006)Document Analysis as a Qualitative Research Method (2009)Whence Consumer Loyalty? (1999)The dynamics of product innovation and firm competences (2002)The Influence of Intellectual Capital on the Types of Innovative Capabilities (2005)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)Theory Building From Cases: Opportunities And Challenges (2007)Qualitative Case Study Methodology: Study Design and Implementation for Novice Researchers (2015)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)The Affective Consequences of Service Work (1993)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)A definition for gamification: anchoring gamification in the service marketing literature (2016)Psychological Safety and Learning Behavior in Work Teams (1999)Review : Knowledge Management and Knowledge Management Systems: Conceptual Foundations And Research Issues1,2 (2001)Contributing Knowledge to Electronic Knowledge Repositories: An Empirical Investigation1 (2005)
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References

  • 1984Case Study Research: Design and Methods81,948 cited
  • 1991Case Study Research: Design and Methods39,535 cited
  • 2004Case Study Research15,455 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1996Wellsprings of knowledge: building and sustaining the sources of innovation2,085 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1993The Voice of the Customer1,969 cited
  • 2001Winning at new products : accelerating the process from idea to launch1,832 cited
  • 2011Service Management and Marketing1,414 cited
  • 1984Designing services that deliver1,272 cited
  • 1986An Investigation into the New Product Process: Steps, Deficiencies, and Impact1,034 cited
  • 1993A Consumer-Side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality?1,017 cited
  • 1998New service development: a review of the literature and annotated bibliography736 cited
  • 1998Recovering and Learning from Service Failure727 cited
  • 1997Issues and Opportunities in New Product Development: An Introduction to the Special Issue517 cited

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1990
Service Breakthroughs: Changing the Rules of the Game
460 cited

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  • 2007The Customer's Role in New Service Development24 cited