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Designing service systems by bridging the “front stage” and “back stage”
16 references·16 citing·48 second hopsampled
Designing service systems by bridging the “front stage” and “back stage” (2009)Designing service systems by bridging the…Understanding Customer Experience (2015)Understanding Customer Experi…Service Blueprinting: A Practical Technique for Service Innovation (2008)Service Blueprinting: A Pract…Steps toward a science of service systems (2007)Steps toward a science of ser…Service systems, service scientists, SSME, and innovation (2006)Service systems, service scie…Service Management (2004)Service ManagementTelephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Service engineering—methodical development of new service products (2003)Service engineering—methodica…Evolution of mobile location-based services (2003)Evolution of mobile location-…Business artifacts: An approach to operational specification (2003)Business artifacts: An approa…Technology Infusion in Service Encounters (2000)Technology Infusion in Servic…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Juran's quality handbook (1999)Juran's quality handbookA Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…Design of services or designing for service? The application of design methodology in public service settings (2023)Design of services or designi…Patient-centered healthcare service development: a literature review (2021)Patient-centered healthcare s…Multi-sided marketplaces and the transformation of retail: A service systems perspective (2019)Multi-sided marketplaces and …Customer boundary work to navigate institutional arrangements around service interactions: Exploring the case of telehealth (2019)Customer boundary work to nav…Business process management in hotels: with a focus on delivering quality guest service (2018)Business process management i…The New Paradigm of the Omnichannel Retailing: Key Drivers, New Challenges and Potential Outcomes Resulting from the Adoption of an Omnichannel Approach (2017)The New Paradigm of the Omnic…iSIM: An integrated design method for commercializing service innovation (2015)iSIM: An integrated design me…Service-Systems-Engineering (2014)Service-Systems-EngineeringDeveloping a maturity model for service systems in heavy equipment manufacturing enterprises (2014)Developing a maturity model f…On a Unified Definition of the Service System: What is its Identity? (2013)On a Unified Definition of th…Interactive Impacts – Foresight as a Product, Service and Coproduction Process (2013)Interactive Impacts – Foresig…Service and Science (2011)Service and ScienceInformation Needs in Service Systems - A Framework for Integrating Service and Manufacturing Business Processes (2011)Information Needs in Service …ENGINEERING KNOWLEDGE-INTENSE, PERSONORIENTEDSERVICES – A STATE OF THE ART ANALYSIS (2011)ENGINEERING KNOWLEDGE-INTENSE…Toward a Science of Service Systems Value and Symbols (2010)Toward a Science of Service S…Seven Contexts for Service System Design (2010)Seven Contexts for Service Sy…Coefficient Alpha and the Internal Structure of Tests (1951)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)An empirical assessment of the SERVQUAL scale (1992)The Commitment-Trust Theory of Relationship Marketing (1994)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer repurchase intention (2003)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The impact of online reviews on hotel booking intentions and perception of trust (2011)Designing services that deliver (1984)Evolving to a New Dominant Logic for Marketing (2003)The Experience Economy (2012)Theory of value co-creation: a systematic literature review (2014)Understanding Customer Experience Throughout the Customer Journey (2016)A Practical Guide for Policy Analysis: The Eightfold Path to More Effective Problem Solving (2019)The Behavioral Consequences of Service Quality (1996)Technology Readiness Index (Tri) (2000)The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda (2000)Understanding Service Convenience (2002)Satisfaction: a behavioral perspective on the consumer (2010)An Evolutionary Theory of Economic Change. (1983)Design Rules (2000)The Service-dominant Logic of Marketing: Dialog, Debate, and Directions (2006)Fundamentals of service science (2007)Expanding understanding of service exchange and value co-creation: a social construction approach (2010)Smart tourism: foundations and developments (2015)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Statistical Analysis of a Telephone Call Center (2005)The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)Forecasting: theory and practice (2022)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Zero defections: quality comes to services. (1990)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Extending the Horizons: Environmental Excellence as Key to Improving Operations (2006)ISO 9001 certification research: questions, answers and approaches (2009)A systematic review of open government data initiatives (2015)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay (2005)When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
  • 2000Technology Infusion in Service Encounters1,551 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 2007Steps toward a science of service systems1,263 cited
  • 1999Juran's quality handbook1,208 cited
  • 2008Service Blueprinting: A Practical Technique for Service Innovation1,195 cited
  • 2015Understanding Customer Experience805 cited
  • 2004Service Management722 cited
  • 2003Business artifacts: An approach to operational specification542 cited
  • 2006Service systems, service scientists, SSME, and innovation539 cited
  • 2003Service engineering—methodical development of new service products460 cited

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2003
Evolution of mobile location-based services
454 cited

Cited by

  • 2010Seven Contexts for Service System Design96 cited
  • 2010Toward a Science of Service Systems Value and Symbols95 cited
  • 2019Multi-sided marketplaces and the transformation of retail: A service systems perspective92 cited
  • 2017The New Paradigm of the Omnichannel Retailing: Key Drivers, New Challenges and Potential Outcomes Resulting from the Adoption of an Omnichannel Approach76 cited
  • 2014Developing a maturity model for service systems in heavy equipment manufacturing enterprises73 cited
  • 2013On a Unified Definition of the Service System: What is its Identity?66 cited
  • 2019Customer boundary work to navigate institutional arrangements around service interactions: Exploring the case of telehealth43 cited
  • 2015iSIM: An integrated design method for commercializing service innovation39 cited
  • 2011Service and Science36 cited
  • 2014Service-Systems-Engineering29 cited
  • 2023Design of services or designing for service? The application of design methodology in public service settings24 cited
  • 2013Interactive Impacts – Foresight as a Product, Service and Coproduction Process19 cited
  • 2011Information Needs in Service Systems - A Framework for Integrating Service and Manufacturing Business Processes19 cited
  • 2018Business process management in hotels: with a focus on delivering quality guest service17 cited
  • 2011ENGINEERING KNOWLEDGE-INTENSE, PERSONORIENTEDSERVICES – A STATE OF THE ART ANALYSIS16 cited
  • 2021Patient-centered healthcare service development: a literature review11 cited