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The Industrialisation and Span of Retail Banks' Delivery Systems
11 references·16 citing·37 second hop
The Industrialisation and Span of Retail Banks' Delivery Systems (1988)The Industrialisation and Span of Retail …Statistical Principles in Experimental Design (2003)Statistical Principles in Exp…Moments of Truth (1987)Moments of TruthFuture Perfect (1987)Future PerfectThe Service encounter : managing employee/customer interaction in service businesses (1985)The Service encounter : manag…Consumer Participation and Productivity in Service Operations (1985)Consumer Participation and Pr…The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions (1981)The Customer Contact Approach…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…The Focused Factory (1974)The Focused FactoryApplied factor analysis (1970)Applied factor analysisThe Scree Test For The Number Of Factors (1966)The Scree Test For The Number…Statistical principles in experimental design. 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this work references cited by second hop

References

  • 1962Statistical principles in experimental design.27,141 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1966The Scree Test For The Number Of Factors13,549 cited
  • 1970Applied factor analysis2,458 cited
  • 2003Statistical Principles in Experimental Design2,325 cited
  • 1974The Focused Factory1,137 cited
  • 1987Future Perfect687 cited
  • 1987Moments of Truth614 cited
  • 1981The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions602 cited
  • 1985The Service encounter : managing employee/customer interaction in service businesses503 cited
  • 1985Consumer Participation and Productivity in Service Operations158 cited

Cited by

  • 2003An empirical analysis of financial services processes with a front‐office or back‐office orientation74 cited
  • 1999Measuring the Efficiency of Service Delivery Processes71 cited
  • 2018The Impact of Service Improvisation Competence on Customer Satisfaction: Evidence from the Hospitality Industry59 cited
  • 1999A Framework for Examining the Interface between Operations and Information Systems: Implications for Research in the New Millennium*

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57 cited
  • 2000Configurations of low‐contact services53 cited
  • 2003A MARKET UTILITY‐BASED MODEL FOR CAPACITY SCHEDULING IN MASS SERVICES42 cited
  • 2018Service operations: what have we learned?36 cited
  • 2010Dynamic Resource Capabilities: Managing Workforce Knowledge with a Technology Upgrade34 cited
  • 2015Customer Use of Virtual Channels in Multichannel Services: Does Type of Activity Matter?29 cited
  • 1993Technology and the creation of value in services: a conceptual model28 cited
  • 2014Strategic Design Responsiveness: An Empirical Analysis of US Retail Store Networks23 cited
  • 2012Process design principles in service firms: Universal or context dependent? A literature review and new research directions23 cited
  • 2015Understanding Customer Value in Technology-Enabled Services: A Numerical Taxonomy Based on Usage and Utility23 cited
  • 2011An Information-Processing Approach for Evaluating In-Store Retail Operational Design Strategies22 cited
  • 2017Service Technology: Definition and Characteristics Based on a Patent Database17 cited
  • 2012Synchronicity and alignment of productivity: the real value from Service Science?13 cited