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Blueprinting the service company · Study

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ArticleBlueprinting the service company

Sabine Fließ2002

Article2002

Blueprinting the service company

Sabine Fließ · Michael Kleinaltenkamp

395 citations·0/0 files stored·Journal of Business Research

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Service and Product Innovation Customer Service Quality and Loyalty Business Process Modeling and Analysis

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References

1980Competitive Strategy: Techniques for Analyzing Industries and Competitors 1996Production, Information Costs and Economic Organization 1990Service management and marketing: managing the moments of truth in service competition 1984Designing services that deliver 1982How to Design a Service 2010The Service Profit Chain 1987Service Positioning through Structural Change 1979Where does the customer fit in a service operation?

Cited by

2017Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens 2017The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda 2007Strategies for the deployment of micro-generation: Implications for social acceptance 2015Fresh perspectives on customer experience 2016Improving service quality through customer journey analysis 2017Customer participation in services: domain, scope, and boundaries

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Details

Year2002

Typearticle

Published2002-12-27

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations395

Files0 public / 0

ShelfService and Product Innovation

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doi10.1016/s0148-2963(02)00273-4

openalex_workW2097792829

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