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Servitised Experiences: Business and Management Implications
16 references·0 citing·41 second hop
Servitised Experiences: Business and Management Implications (2010)Servitised Experiences: Business and Mana…The Experience Economy (2012)The Experience EconomyThe Service Profit Chain (2010)The Service Profit ChainFoundations and Implications of a Proposed Unified Services Theory (2006)Foundations and Implications …Behavior in operations management: Assessing recent findings and revisiting old assumptions (2006)Behavior in operations manage…Co-creation experiences: The next practice in value creation (2004)Co-creation experiences: The …Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors (2004)Ability of Experience Design …INSIGHTS INTO SERVICE OPERATIONS MANAGEMENT: A RESEARCH AGENDA (2003)INSIGHTS INTO SERVICE OPERATI…The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value (1999)The Service Profit Chain: How…Innovation in services (1997)Innovation in servicesTowards a Classification of Service Processes (1992)Towards a Classification of S…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …The profitable art of service recovery. (1990)The profitable art of service…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…How can service businesses survive and prosper? (1986)How can service businesses su…Where does the customer fit in a service operation? (1979)Where does the customer fit i…Motion and Time Study : Design and Measurement of Work (1968)Motion and Time Study : Desig…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Putting the Service-Profit Chain to Work (1994)The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER. (2001)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Steps toward a science of service systems (2007)Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach (2009)An Evolutionary Theory of Economic Change. (1983)Who co-operates for innovation, and why (2002)The Theory of Economic Development (2003)Management Innovation (2008)A review of innovation research in tourism (2009)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Understanding Customer Experience Throughout the Customer Journey (2016)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)The experience economy: work is theatre & every business a stage (1999)Co‐creating unique value with customers (2004)Managing the co-creation of value (2007)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Social media and human need satisfaction: Implications for social media marketing (2015)Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior (2016)A study on the effects of social media marketing activities on brand equity and customer response in the airline industry (2017)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)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)MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH. (2002)Workplace spirituality and employee work attitudes (2003)The Management of Organizational Justice (2007)Eight types of product–service system: eight ways to sustainability? Experiences from SusProNet (2004)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 2004Co-creation experiences: The next practice in value creation6,502 cited
  • 2012The Experience Economy1,886 cited
  • 1997Innovation in services1,798 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
  • 2010The Service Profit Chain1,034 cited
  • 1979Where does the customer fit in a service operation?834 cited
  • 1986How can service businesses survive and prosper?740 cited
  • 2006Foundations and Implications of a Proposed Unified Services Theory731 cited
  • 2004Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors660 cited
  • 2003INSIGHTS INTO SERVICE OPERATIONS MANAGEMENT: A RESEARCH AGENDA603 cited
  • 1968Motion and Time Study : Design and Measurement of Work554 cited
  • 2006Behavior in operations management: Assessing recent findings and revisiting old assumptions551 cited

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  • 1992Towards a Classification of Service Processes524 cited
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