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New service development: Linking resources, processes, and the customer
16 references·1 citing·48 second hop
New service development: Linking resources, processes, and the customer (2009)New service development: Linking resource…Removing the fuzziness from the fuzzy front-end of service innovations through customer interactions (2005)Removing the fuzziness from t…Managing User Involvement in Service Innovation (2003)Managing User Involvement in …\nOrganizing Successful New Service Development. A literature review (2003)\nOrganizing Successful New S…The service concept: the missing link in service design research? (2002)The service concept: the miss…The Role of Emotions in Service Encounters (2002)The Role of Emotions in Servi…A customer‐oriented new service development process (2002)A customer‐oriented new servi…Service intangibility and its impact on consumer expectations of service quality (2000)Service intangibility and its…New Service Development and Innovation in the New Economy (2000)New Service Development and I…Attributional Thoughts about Consumer Behavior (2000)Attributional Thoughts about …Quality in new service development: Key concepts and a frame of reference (1997)Quality in new service develo…Key Concepts for New Service Development (1996)Key Concepts for New Service …Scenario planning: a tool for strategic thinking (1995)Scenario planning: a tool for…New industrial service development: Scenarios for success and failure (1995)New industrial service develo…Waiting for Service: The Relationship between Delays and Evaluations of Service (1994)Waiting for Service: The Rela…Success Factors in Developing New Business Services (1991)Success Factors in Developing…A Proposed Model for New Service Development (1989)A Proposed Model for New Serv…Key Elements of Innovation Project Management in Services (2013)Key Elements of Innovation Pr…Case Study Research: Design and Methods (1984)Qualitative evaluation and research methods (1990)Market Orientation: Antecedents and Consequences (1993)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)It takes Two to Tango? Understanding the C o‐production of Public Services by Integrating the Services Management and Public Administration Perspectives (2013)Co-Production and the Co-Creation of Value in Public Services: A suitable case for treatment? (2016)Breaking Free from Product Marketing (1977)Qualitative evaluation and research methods (1990)New service development: learning from and with customers (2004)Key strategies for the successful involvement of customers in the co‐creation of new technology‐based services (2008)Value in use through service experience (2008)A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)The Role of Emotions in Marketing (1999)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Advances in Consumer Research (2025)Central Problems in the Management of Innovation (1986)The Effect of a Market Orientation on Business Profitability (1990)The Effect of a Market Orientation on Business Profitability (1990)Service Blueprinting: A Practical Technique for Service Innovation (2008)Enabling service innovation: A dynamic capabilities approach (2012)Servitization of the manufacturing firm (2013)The Psychology of Interpersonal Relations. (1958)The psychology of interpersonal relations. (1958)An attributional theory of achievement motivation and emotion. (1985)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction (2003)The Effect of Corporate Social Responsibility (CSR) Activities on Companies With Bad Reputations (2006)Designing services that deliver (1984)Service Positioning through Structural Change (1987)Juran on Quality by Design: The New Steps for Planning Quality into Goods and Services (1992)Service Innovation: A Service-Dominant Logic Perspective1 (2015)Delivering quality service: balancing customer perceptions and expectations (1990)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Capabilities for managing service innovation: towards a conceptual framework (2010)Towards a Better Measure of Customer Experience (2013)Research in Organizational Behavior (1984)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Is “service with a smile” enough? Authenticity of positive displays during service encounters (2004)Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy (2009)Satisfaction: a behavioral perspective on the consumer (2010)Dynamic Capabilities and Performance: Strategy, Structure and Environment (2013)Tracking the evolution of the services marketing literature (1993)New service development: a review of the literature and annotated bibliography (1998)Discovery and Creation: Alternative Theories of Entrepreneurial Action (2006)A review of scenario planning (2012)Dynamic Capabilities and Organizational Agility: Risk, Uncertainty and Entrepreneurial Management in the Innovation Economy (2016)
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References

  • 1995Scenario planning: a tool for strategic thinking1,553 cited
  • 1994Waiting for Service: The Relationship between Delays and Evaluations of Service947 cited
  • 2000Attributional Thoughts about Consumer Behavior906 cited
  • 2002The Role of Emotions in Service Encounters811 cited
  • 1996Key Concepts for New Service Development781 cited
  • 2002The service concept: the missing link in service design research?766 cited
  • 2002A customer‐oriented new service development process600 cited
  • 1989A Proposed Model for New Service Development480 cited
  • 2003\nOrganizing Successful New Service Development. A literature review421 cited
  • 2005Removing the fuzziness from the fuzzy front-end of service innovations through customer interactions420 cited
  • 2003Managing User Involvement in Service Innovation405 cited
  • 2000Service intangibility and its impact on consumer expectations of service quality369 cited
  • 1991Success Factors in Developing New Business Services356 cited
  • 1995New industrial service development: Scenarios for success and failure263 cited
  • 2000New Service Development and Innovation in the New Economy252 cited

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  • 1997Quality in new service development: Key concepts and a frame of reference250 cited
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    • 2013Key Elements of Innovation Project Management in Services6 cited