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The Service Delivery Network (SDN)

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References

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1998Social Capital, Intellectual Capital, and the Organizational Advantage13,741 cited
1992Structural Holes9,086 cited
1995Structural Holes: The Social Structure of Competition7,853 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1997The Contingent Value of Social Capital3,386 cited
2003The Network Paradigm in Organizational Research: A Review and Typology3,247 cited
2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1993River Magic: Extraordinary Experience and the Extended Service Encounter2,572 cited
1994Dyadic Business Relationships within a Business Network Context2,371 cited
2006Service-dominant logic: reactions, reflections and refinements1,868 cited
1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1,716 cited
2011On Network Theory

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1,704 cited

1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited

Cited by

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2016Improving service quality through customer journey analysis267 cited
2015The changing role of employees in service theory and practice: An interdisciplinary view265 cited
2014Understanding value co-creation in complex services with many actors260 cited
2015Stakeholder marketing: theoretical foundations and required capabilities257 cited
2017Measuring customer experience in physical retail environments257 cited
2017Upframing Service Design and Innovation for Research Impact257 cited
2017Service Design as an Approach to Implement the Value Cocreation Perspective in New Service Development253 cited
2021Marketing research on Mobile apps: past, present and future245 cited
2018Understanding the Omnichannel Customer Journey: Determinants of Interaction Choice228 cited
2016Systemic principles of value co-creation: Synergetics of value and service ecosystems203 cited