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Estudo comparativo das ferramentas para mapeamento das atividades executadas pelos consumidores em processos de serviço
16 references·0 citing·48 second hop
Estudo comparativo das ferramentas para mapeamento das atividades executadas pelos consumidores em processos de serviço (2015)Estudo comparativo das ferramentas para m…Visualizing Service Operations (2012)Visualizing Service OperationsService Blueprinting: A Practical Technique for Service Innovation (2008)Service Blueprinting: A Pract…Lean Six Sigma in financial services (2008)Lean Six Sigma in financial s…Extending the service-dominant logic: from customer centricity to balanced centricity (2007)Extending the service-dominan…A descriptive model of the consumer co-production process (2007)A descriptive model of the co…Supplier integration—Controlling of co-development processes (2005)Supplier integration—Controll…Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions (2003)Lean Six Sigma for Service : …Marketing services: the case of a missing product (1998)Marketing services: the case …The value concept and relationship marketing (1996)The value concept and relatio…Introduction to work study (1992)Introduction to work studyService Positioning through Structural Change (1987)Service Positioning through S…Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation (1986)Clients as "Partial" Employee…Quality counts in services, too (1985)Quality counts in services, t…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Designing services that deliver (1984)Designing services that deliv…The Marketing of Services (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Managing the co-creation of value (2007)Evolving to a New Dominant Logic for Marketing (2003)The Path to Customer Centricity (2006)The Service-dominant Logic of Marketing: Dialog, Debate, and Directions (2006)Value co-creation in knowledge intensive business services: A dyadic perspective on the joint problem solving process (2011)Characterizing Value as an Experience (2012)Case Study Method: A Step-by-Step Guide for Business Researchers (2019)Breaking Free from Product Marketing (1977)Quality, productivity, and competitive position (1982)Customer satisfaction, customer retention, and market share (1993)River Magic: Extraordinary Experience and the Extended Service Encounter (1993)Classifying Services to Gain Strategic Marketing Insights (1983)Emerging perspectives on services marketing (1983)Strategic Management and Marketing in the Service Sector (1984)Communication and Control Processes in the Delivery of Service Quality (1988)A Gap Analysis of Professional Service Quality (1989)Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)The Behavioral Consequences of Service Quality (1996)Services Marketing: Integrating Customer Focus Across the Firm (1996)Service Management and Marketing: A Customer Relationship Management Approach (2000)Theory of value co-creation: a systematic literature review (2014)Understanding Customer Experience Throughout the Customer Journey (2016)Engaged to a Robot? The Role of AI in Service (2020)The Handbook of Social Psychology (1969)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Mind, Self, and Society (2015)Advances in Consumer Research (2025)Competitive Advantage: Creating and Sustaining Superior Performance (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Service logic revisited: who creates value? And who co‐creates? (2008)Critical service logic: making sense of value creation and co-creation (2012)Theory of the firm: Managerial behavior, agency costs and ownership structure (1976)Institutionalized Organizations: Formal Structure as Myth and Ceremony (1977)Social Learning Theory. (1978)Emotional Labor in Service Roles: The Influence of Identity (1993)Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Psychological Implications of Customer Participation in Co-Production (2003)The Evolution of Cooperation (1981)How Brand Community Practices Create Value (2009)Consumer Cocreation in New Product Development (2010)Business models for sustainable innovation: state-of-the-art and steps towards a research agenda (2012)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1996The value concept and relationship marketing2,180 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,007 cited
  • 1984Designing services that deliver1,272 cited
  • 2008Service Blueprinting: A Practical Technique for Service Innovation1,230 cited
  • 2007A descriptive model of the consumer co-production process1,020 cited
  • 1987Service Positioning through Structural Change928 cited
  • 1986Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation709 cited
  • 1985Quality counts in services, too600 cited
  • 2007Extending the service-dominant logic: from customer centricity to balanced centricity522 cited
  • 1998Marketing services: the case of a missing product449 cited
  • 2003Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions265 cited
  • 1992Introduction to work study251 cited
  • 2012Visualizing Service Operations199 cited
  • 2005Supplier integration—Controlling of co-development processes151 cited

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  • 2008Lean Six Sigma in financial services141 cited
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