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Key Concepts for New Service Development
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Key Concepts for New Service Development (1996)Key Concepts for New Service DevelopmentTechnology and the creation of value in services: a conceptual model (1993)Technology and the creation o…Service Design : A TQM Instrument for Service Providers (1992)Service Design : A TQM Instru…Service Breakdowns: A Study of Critical Incidents in an Airline (1992)Service Breakdowns: A Study o…Juran on Quality by Design: The New Steps for Planning Quality into Goods and Services (1992)Juran on Quality by Design: T…Management Consulting: Towards a Successful Relationship (1990)Management Consulting: Toward…THE IDENTIFICATION OF EVALUATIVE CRITERIA AND CUES USED IN SELECTING SERVICES (1988)THE IDENTIFICATION OF EVALUAT…Service Positioning through Structural Change (1987)Service Positioning through S…Designing services that deliver (1984)Designing services that deliv…The Wharton School: University of Pennsylvania (1981)The Wharton School: Universit…Service Innovation: A Service-Dominant Logic Perspective1 (2015)Service Innovation: A Service…Lean: A failed theory for public services? (2012)Lean: A failed theory for pub…Enabling service innovation: A dynamic capabilities approach (2012)Enabling service innovation: …A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)A New Theory for Public Servi…Towards a service-based business model – Key aspects for future competitive advantage (2010)Towards a service-based busin…Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis (2010)Service Innovation Viewed Thr…Capabilities for managing service innovation: towards a conceptual framework (2010)Capabilities for managing ser…Service Design for Experience-Centric Services (2009)Service Design for Experience…Emergence of innovations in services (2009)Emergence of innovations in s…Service Blueprinting: A Practical Technique for Service Innovation (2008)Service Blueprinting: A Pract…Exploring product and service innovation similarities and differences (2006)Exploring product and service…Service engineering—methodical development of new service products (2003)Service engineering—methodica…The service concept: the missing link in service design research? (2002)The service concept: the miss…A customer‐oriented new service development process (2002)A customer‐oriented new servi…Innovative versus incremental new business services: Different keys for achieving success (2001)Innovative versus incremental…New service development: a review of the literature and annotated bibliography (1998)New service development: a re…The Marketing of Services (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Managing the co-creation of value (2007)Breaking Free from Product Marketing (1977)Quality, productivity, and competitive position (1982)Customer satisfaction, customer retention, and market share (1993)River Magic: Extraordinary Experience and the Extended Service Encounter (1993)Firm Resources and Sustained Competitive Advantage (1991)Dynamic capabilities and strategic management (1997)Firm resources and sustained competitive advantage (2004)Pursuing green growth in technology firms through the connections between environmental innovation and sustainable business performance: Does service capability matter? (2018)Stakeholder pressure, green innovation, and performance in small and medium‐sized enterprises: The role of green dynamic capabilities (2021)The Effect of a Market Orientation on Business Profitability (1990)A PUBLIC MANAGEMENT FOR ALL SEASONS? (1991)The Commitment-Trust Theory of Relationship Marketing (1994)Coproduction of healthcare service (2015)Co-Production and the Co-Creation of Value in Public Services: A suitable case for treatment? (2016)Service-dominant logic 2025 (2016)Services Marketing: Integrating Customer Focus Across the Firm (1996)Service Management and Marketing: A Customer Relationship Management Approach (2000)Evolving to a New Dominant Logic for Marketing (2003)Theory of value co-creation: a systematic literature review (2014)Understanding Customer Experience Throughout the Customer Journey (2016)Engaged to a Robot? The Role of AI in Service (2020)Service management and marketing: managing the moments of truth in service competition (1990)Determinants of New Product Performance: A Review and Meta‐Analysis (1994)Marketing management: analysis. planning. implementation and control (2000)Towards an effective framework for building smart cities: Lessons from Seoul and San Francisco (2013)Relationship between innovation capability, innovation type, and firm performance (2017)Case Study Research: Design and Methods (1984)Case Study Research: Design and Methods (1991)Qualitative Data Analysis: An Expanded Sourcebook (1994)Customer experience management: toward implementing an evolving marketing concept (2015)Service Research Priorities in a Rapidly Changing Context (2015)Customer experience: fundamental premises and implications for research (2020)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Delivering quality service: balancing customer perceptions and expectations (1990)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Towards a Better Measure of Customer Experience (2013)Absorptive Capacity: A New Perspective on Learning and Innovation (1990)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Exploring value propositions and service innovation: a service-dominant logic study (2014)“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers (2017)Exploration and Exploitation in Organizational Learning (1991)Sensemaking in Organizations (1996)The Theory of Economic Development (2003)Institutions and axioms: an extension and update of service-dominant logic (2015)Digital Entrepreneurship: Toward a Digital Technology Perspective of Entrepreneurship (2016)Digital Innovation Management: Reinventing Innovation Management Research in a Digital World (2017)
this work references cited by second hop

References

  • 1984Designing services that deliver1,272 cited
  • 1987Service Positioning through Structural Change928 cited
  • 1992Juran on Quality by Design: The New Steps for Planning Quality into Goods and Services609 cited
  • 1992Service Breakdowns: A Study of Critical Incidents in an Airline340 cited
  • 1988THE IDENTIFICATION OF EVALUATIVE CRITERIA AND CUES USED IN SELECTING SERVICES97 cited
  • 1981The Wharton School: University of Pennsylvania88 cited
  • 1990Management Consulting: Towards a Successful Relationship52 cited
  • 1993Technology and the creation of value in services: a conceptual model28 cited
  • 1992Service Design : A TQM Instrument for Service Providers6 cited

Cited by

  • 2015Service Innovation: A Service-Dominant Logic Perspective11,974 cited
  • 2008Service Blueprinting: A Practical Technique for Service Innovation1,230 cited
  • 2012A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach1,044 cited
  • 2009Service Design for Experience-Centric Services970 cited
  • 2002The service concept: the missing link in service design research?766 cited
  • 2010Capabilities for managing service innovation: towards a conceptual framework

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

758 cited
  • 1998New service development: a review of the literature and annotated bibliography736 cited
  • 2010Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis685 cited
  • 2001Innovative versus incremental new business services: Different keys for achieving success673 cited
  • 2012Enabling service innovation: A dynamic capabilities approach628 cited
  • 2002A customer‐oriented new service development process600 cited
  • 2009Emergence of innovations in services513 cited
  • 2010Towards a service-based business model – Key aspects for future competitive advantage490 cited
  • 2003Service engineering—methodical development of new service products474 cited
  • 2006Exploring product and service innovation similarities and differences459 cited
  • 2012Lean: A failed theory for public services?412 cited