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Service Systems and Requisite Variety
16 references·1 citing·46 second hop
Service Systems and Requisite Variety (2010)Service Systems and Requisite VarietyIndustrial Dynamics: A Major Breakthrough for Decision Makers (2012)Industrial Dynamics: A Major …Service-dominant logic: continuing the evolution (2007)Service-dominant logic: conti…Extending the service-dominant logic: from customer centricity to balanced centricity (2007)Extending the service-dominan…Foundations and Implications of a Proposed Unified Services Theory (2006)Foundations and Implications …Breaking the trade-off between efficiency and service. (2006)Breaking the trade-off betwee…Whither Services Marketing? (2004)Whither Services Marketing?Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Cybernetics and the Mangle (2002)Cybernetics and the MangleTowards a Classification of Service Processes (1992)Towards a Classification of S…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…The Viable System Model: Its Provenance, Development, Methodology and Pathology (1984)The Viable System Model: Its …Perspectives on the Technology of Service Operations (1982)Perspectives on the Technolog…How to Design a Service (1982)How to Design a ServiceThe Customer Contact Approach to Services: Theoretical Bases and Practical Extensions (1981)The Customer Contact Approach…Where does the customer fit in a service operation? (1979)Where does the customer fit i…The Case for Redefining Services (1964)The Case for Redefining Servi…Four Axiomatic Requirements for Service Systems Research (2014)Four Axiomatic Requirements f…An introduction to cybernetics (1956)Brain of the firm (1972)The Heart of Enterprise (1980)Systemic Intervention for Public Health (2006)Rethinking quality and improvement in higher education (2008)How does business analytics contribute to business value? (2016)The Focused Factory (1974)Educational Organizations as Loosely Coupled Systems (1976)Breaking Free from Product Marketing (1977)Cutting Corners and Working Overtime: Quality Erosion in the Service Industry (2001)The impact of employee satisfaction on quality and profitability in high‐contact service industries (2008)An empirical study of employee loyalty, service quality and firm performance in the service industry (2009)Atmospherics as a Marketing Tool (1974)A Service‐Orientated Approach to Marketing of Services (1978)The Nature and Determinants of Customer Expectations of Service (1993)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)The Structure of Scientific Revolutions (1963)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Adopting a service logic for marketing (2006)Rethinking Customer Solutions: From Product Bundles to Relational Processes (2007)From goods to service(s): Divergences and convergences of logics (2008)The Discovery of Grounded Theory (2017)Service-dominant logic: reactions, reflections and refinements (2006)Managing the co-creation of value (2007)Customer Engagement (2011)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)Institutions and axioms: an extension and update of service-dominant logic (2015)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)Understanding Customer Experience Throughout the Customer Journey (2016)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)A Framework for Analyzing Customer Service Orientations in Manufacturing (1989)Quality and effectiveness in Web-based customer support systems (2002)New measurement scales for evaluating perceptions of the technology‐mediated customer service experience (2004)Research in Organizational Behavior: An Annual Series of Analytical Essays and Critical Reviews (1985)New service development: a review of the literature and annotated bibliography (1998)Customer experience: fundamental premises and implications for research (2020)Supply Chain Management under the Threat of International Terrorism (2001)Towards a sustainable fashion retail supply chain in Europe: Organisation and performance (2008)Dancing the Supply Chain: Toward Transformative Supply Chain Management (2020)
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References

  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 2007Service-dominant logic: continuing the evolution7,615 cited
  • 1985Problems and Strategies in Services Marketing2,819 cited
  • 2012Industrial Dynamics: A Major Breakthrough for Decision Makers2,058 cited
  • 2004Whither Services Marketing?1,242 cited
  • 1982How to Design a Service1,077 cited
  • 1979Where does the customer fit in a service operation?834 cited
  • 1984The Viable System Model: Its Provenance, Development, Methodology and Pathology759 cited
  • 2006Foundations and Implications of a Proposed Unified Services Theory731 cited
  • 1981The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions602 cited
  • 1992Towards a Classification of Service Processes524 cited
  • 2007Extending the service-dominant logic: from customer centricity to balanced centricity484 cited
  • 1964The Case for Redefining Services255 cited
  • 2006Breaking the trade-off between efficiency and service.240 cited
  • 1982Perspectives on the Technology of Service Operations213 cited
  • 2002Cybernetics and the Mangle

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  • 2014Four Axiomatic Requirements for Service Systems Research6 cited