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Unifying Service Marketing and Operations With Service Experience Management
16 references·16 citing·43 second hopsampled
Unifying Service Marketing and Operations With Service Experience Management (2008)Unifying Service Marketing and Operations…Foundations and Implications of a Proposed Unified Services Theory (2006)Foundations and Implications …Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors (2004)Ability of Experience Design …Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Innovation as a loosely coupled system in services (2000)Innovation as a loosely coupl…Gestalt characteristics of experiences: the defining features of summarized events (2000)Gestalt characteristics of ex…Antecedents of New Service Development Effectiveness (2000)Antecedents of New Service De…A Critical Evaluation of the New Service Development Process: Integrating Service Innovation and Service Design (2000)A Critical Evaluation of the …Service operations management: return to roots (1999)Service operations management…Quality in new service development: Key concepts and a frame of reference (1997)Quality in new service develo…PDMA Research on New Product Development Practices: Updating Trends and Benchmarking Best Practices (1997)PDMA Research on New Product …Qualitative Methods in Management Research. (1993)Qualitative Methods in Manage…Customer participation in service production and delivery. (1990)Customer participation in ser…A Proposed Model for New Service Development (1989)A Proposed Model for New Serv…New service development (1988)New service developmentDesigning services that deliver (1984)Designing services that deliv…A Critical Evaluation (1964)A Critical EvaluationValue co‐creation and customer retention in services: Identifying a relevant moderator and mediator (2023)Value co‐creation and custome…Flexibility in service operations: review, synthesis and research agenda (2019)Flexibility in service operat…Customer experience design: a case study in the cultural sector (2017)Customer experience design: a…Surprise, Anticipation, and Sequence Effects in the Design of Experiential Services (2016)Surprise, Anticipation, and S…Measuring the Deliverable and Impressible Dimensions of Service Experience (2015)Measuring the Deliverable and…From service quality to experience – and back again? (2015)From service quality to exper…Experience co-creation in financial services: an empirical exploration (2015)Experience co-creation in fin…Appraisal of literature on customer experience in tourism sector: review and framework (2015)Appraisal of literature on cu…An approach to rule extraction for product service system configuration that considers customer perception (2015)An approach to rule extractio…The role of coordinated marketing-operations strategy in services (2014)The role of coordinated marke…Satisfiers and dissatisfiers for international students of higher education: an exploratory study in Australia (2013)Satisfiers and dissatisfiers …Design in the Experience Economy: Using Emotional Design for Service Innovation (2012)Design in the Experience Econ…Are they being served? Linking consumer expectation, evaluation and commitment (2012)Are they being served? Linkin…Service delivery system design: characteristics and contingencies (2011)Service delivery system desig…Burnout processes in non-clinical health service encounters (2010)Burnout processes in non-clin…A literature review of service research since 1993 (2010)A literature review of servic…Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Alternative Ways of Assessing Model Fit (1992)An epistemological view of consumer experiences (2010)Customer experience management: a critical review of an emerging idea (2010)The Impact of Memorable Tourism Experiences on Loyalty Behaviors: The Mediating Effects of Destination Image and Satisfaction (2017)An Evolutionary Theory of Economic Change. (1983)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Understanding Customer Experience Throughout the Customer Journey (2016)Technological paradigms and technological trajectories (1982)Sectoral patterns of technical change: Towards a taxonomy and a theory (1984)The Competitive Advantage of Nations (1990)Beyond industry–university links: Sourcing knowledge for innovation from consultants, private research organisations and the public science-base (2008)What we should know about knowledge-intensive business services (2008)A systematic review of research on innovation in hospitality and tourism (2016)Stage-gate systems: A new tool for managing new products (1990)The Voice of the Customer (1993)A critical look at technological innovation typology and innovativeness terminology: a literature review (2002)Innovation management measurement: A review (2006)Making it safe: the effects of leader inclusiveness and professional status on psychological safety and improvement efforts in health care teams (2006)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Welcome to the experience economy. (1998)The Emergence of Service Science: Toward Systematic Service Innovations to Accelerate Co‐Creation of Value (2008)Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance (2012)Servitization: A contemporary thematic review of four major research streams (2019)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Critical Service Encounters: The Employee's Viewpoint (1994)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Grounded Theory in Management Research (2003)Case Study: A Strategic Research Methodology (2008)FEDS: a Framework for Evaluation in Design Science Research (2014)Service engineering—methodical development of new service products (2003)Removing the fuzziness from the fuzzy front-end of service innovations through customer interactions (2005)Exploring value propositions and service innovation: a service-dominant logic study (2014)Corporate Financial Reporting: A Methodological Review of Empirical Research (1982)A Matching Theory of Alliance Formation and Organizational Success: Complementarity and Compatibility (2009)Evidence for proposed ICD-11 PTSD and complex PTSD: a latent profile analysis (2013)Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Understanding Service Convenience (2002)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1993Qualitative Methods in Management Research.2,306 cited
  • 1997PDMA Research on New Product Development Practices: Updating Trends and Benchmarking Best Practices1,490 cited
  • 1984Designing services that deliver1,272 cited
  • 1990Customer participation in service production and delivery.759 cited
  • 2006Foundations and Implications of a Proposed Unified Services Theory731 cited
  • 2004Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors660 cited
  • 1964A Critical Evaluation571 cited
  • 1989A Proposed Model for New Service Development476 cited
  • 2000Innovation as a loosely coupled system in services363 cited
  • 2000Gestalt characteristics of experiences: the defining features of summarized events346 cited
  • 2000Antecedents of New Service Development Effectiveness272 cited
  • 2000A Critical Evaluation of the New Service Development Process: Integrating Service Innovation and Service Design266 cited
  • 1997Quality in new service development: Key concepts and a frame of reference250 cited
  • 1988New service development239 cited

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

  • 1999Service operations management: return to roots227 cited
  • Cited by

    • 2015Appraisal of literature on customer experience in tourism sector: review and framework124 cited
    • 2011Service delivery system design: characteristics and contingencies113 cited
    • 2010Burnout processes in non-clinical health service encounters101 cited
    • 2017Customer experience design: a case study in the cultural sector83 cited
    • 2015Experience co-creation in financial services: an empirical exploration65 cited
    • 2016Surprise, Anticipation, and Sequence Effects in the Design of Experiential Services63 cited
    • 2019Flexibility in service operations: review, synthesis and research agenda51 cited
    • 2015From service quality to experience – and back again?43 cited
    • 2013Satisfiers and dissatisfiers for international students of higher education: an exploratory study in Australia40 cited
    • 2012Are they being served? Linking consumer expectation, evaluation and commitment39 cited
    • 2012Design in the Experience Economy: Using Emotional Design for Service Innovation35 cited
    • 2015An approach to rule extraction for product service system configuration that considers customer perception30 cited
    • 2010A literature review of service research since 199328 cited
    • 2015Measuring the Deliverable and Impressible Dimensions of Service Experience25 cited
    • 2023Value co‐creation and customer retention in services: Identifying a relevant moderator and mediator23 cited
    • 2014The role of coordinated marketing-operations strategy in services22 cited