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Service operations management
0 references·16 citing·59 second hopsampled
Service operations management (1992)Service operations managementComponents of cultural tourists’ experiences in destinations (2015)Components of cultural touris…Corporate social responsibility practices in four and five-star hotels: Perspectives from Hong Kong visitors (2013)Corporate social responsibili…Understanding service uncertainties in industrial product–service system cost estimation (2010)Understanding service uncerta…Implementation of Lean‐Kaizen in the human resource service process (2010)Implementation of Lean‐Kaizen…Why service recovery fails (2009)Why service recovery failsIntegrating products and services through life: an aerospace experience (2009)Integrating products and serv…Three outcomes of service recovery (2008)Three outcomes of service rec…The emergence of service operations management as an academic discipline (2006)The emergence of service oper…Service quality: beyond cognitive assessment (2005)Service quality: beyond cogni…Service productivity (2004)Service productivityLean service operations: translating lean production principles to service operations (2004)Lean service operations: tran…Comparing Reasons, Practices and Effects of ISO 9000 Certification and TQM Implementation in Norwegian SMEs and Large Firms (2002)Comparing Reasons, Practices …Best-practice complaint management (2002)Best-practice complaint manag…The impact of demand fluctuation on the quality of service: a tourism industry example (2000)The impact of demand fluctuat…HOW PROFESSORS OF OPERATIONS MANAGEMENT VIEW SERVICE OPERATIONS? (1999)HOW PROFESSORS OF OPERATIONS …The tourism product (1994)The tourism productThe Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Zero defections: quality comes to services. (1990)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Remedy or cure for service failure? (2012)Service failures and recovery in hospitality and tourism: a review of literature and recommendations for future research (2018)Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective (2021)The balanced scorecard : measures that drive performance (1992)The balanced scorecard--measures that drive performance. (1992)The Behavioral Consequences of Service Quality (1996)A “Triple A” Typology of Responding to Negative Consumer-Generated Online Reviews (2014)Service Recovery: An Integrative Framework and Research Agenda (2016)Service recovery through empowerment? HRM, employee performance and job satisfaction in hotels (2019)Case Study Research: Design and Methods (1984)Qualitative research and case study applications in education (1998)Research Methods for Business Students (2003)Buyer‐supplier relationships in a servitized environment (2012)Service‐driven manufacturing (2012)Solution business models: Transformation along four continua (2013)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Tourism : A Community Approach (1985)Service management and marketing: managing the moments of truth in service competition (1990)ISO certification in the tour operator sector (2011)Promoting work engagement in the hotel sector: review and analysis (2019)Conceptualising co-created transformative tourism experiences: A systematic narrative review (2021)The Application of Electronic Computers to Factor Analysis (1960)61. Capitalism and Freedom (2002)Strategic management a stakeholder approach (2010)Progress in Research on CSR and the Hotel Industry (2006-2015) (2017)Halal tourism: conceptual and practical challenges (2018)Hotels’ corporate social responsibility practices, organizational culture, firm reputation, and performance (2019)The Focused Factory (1974)Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Service operations management: from the roots up (2005)Operations management (2010)A lean approach for service productivity improvements: synergy or oxymoron? (2013)Conceptualizing smart shopping with a smartphone: implications of the use of mobile devices for shopping productivity and value (2015)Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)Evolving to a New Dominant Logic for Marketing (2003)Satisfaction: a behavioral perspective on the consumer (2010)Investigating the key factors affecting behavioral intentions (2011)Improving service quality through customer journey analysis (2016)The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions (2016)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)Naturalistic inquiry (1985)Qualitative Inquiry and Research Design: Choosing Among Five Approaches (2015)Tourist experience quality and loyalty to an island destination: the moderating impact of destination image (2018)The formation of visitor behavioral intention to creative tourism: the role of push–Pull motivation (2019)The relationships among nostalgic emotion, destination images and tourist behaviors: An empirical study of Istanbul (2019)Principles of Marketing (1972)Beyond boredom and anxiety (1975)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Sustainable tourist behaviour – a discussion of opportunities for change (2007)Tourism supply chain management: A new research agenda (2009)Tourism product development and product diversification in destinations (2015)The social psychology of organizing (1969)The machine that changed the world (1992)From products to services and back again: Towards a new service procurement logic (2008)An instrument for assessing lean service adoption (2013)Lean philosophy and its applications in the service industry: a review of the current knowledge (2015)
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  • 1994The tourism product595 cited
  • 2015Components of cultural tourists’ experiences in destinations310 cited
  • 2005Service quality: beyond cognitive assessment278 cited
  • 2009Why service recovery fails236 cited
  • 2013Corporate social responsibility practices in four and five-star hotels: Perspectives from Hong Kong visitors228 cited
  • 2000The impact of demand fluctuation on the quality of service: a tourism industry example216 cited
  • 2004Service productivity209 cited
  • 2009Integrating products and services through life: an aerospace experience186 cited
  • 2008Three outcomes of service recovery176 cited
  • 2004Lean service operations: translating lean production principles to service operations154 cited
  • 2006The emergence of service operations management as an academic discipline151 cited
  • 2010Understanding service uncertainties in industrial product–service system cost estimation149 cited
  • 2002Best-practice complaint management137 cited
  • 2002Comparing Reasons, Practices and Effects of ISO 9000 Certification and TQM Implementation in Norwegian SMEs and Large Firms137 cited
  • 2010

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Implementation of Lean‐Kaizen in the human resource service process
136 cited
  • 1999HOW PROFESSORS OF OPERATIONS MANAGEMENT VIEW SERVICE OPERATIONS?134 cited