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Blueprinting the service company

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References

1980Competitive Strategy: Techniques for Analyzing Industries and Competitors16,592 cited
1996Production, Information Costs and Economic Organization9,565 cited
1990Service management and marketing: managing the moments of truth in service competition1,899 cited
1984Designing services that deliver1,272 cited
1982How to Design a Service1,077 cited
2010The Service Profit Chain1,034 cited
1987Service Positioning through Structural Change928 cited
1979Where does the customer fit in a service operation?834 cited
1986Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation705 cited
2012Production-Line Approach to Service534 cited
1989Organization and Customer: Managing Design and Coordination of Services435 cited

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2017The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda391 cited
2007Strategies for the deployment of micro-generation: Implications for social acceptance299 cited
2015Fresh perspectives on customer experience

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2016Improving service quality through customer journey analysis267 cited

2017Customer participation in services: domain, scope, and boundaries265 cited

2010Characteristics of services – a new approach uncovers their value253 cited

2014The sport value framework – a new fundamental logic for analyses in sport management247 cited

2011Performance effects of IT capability, service process innovation, and the mediating role of customer service232 cited

2008Customer Integration—A Key to an Implementation Perspective of Service Provision219 cited

2012Visualizing Service Operations199 cited

2011Designing the sustainable product-service integration: a product-service blueprint approach181 cited

2015Co-creating service experience practices179 cited

2009The challenge of conceptual modeling for product–service systems: status-quo and perspectives for reference models and modeling languages155 cited

2005Supplier integration—Controlling of co-development processes151 cited

2013Uncovering Collaborative Value Creation Patterns and Establishing Corresponding Customer Roles133 cited