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Service delivery systems: the transformational context
16 references·1 citing·37 second hop
Service delivery systems: the transformational context (2007)Service delivery systems: the transformat…Operations management (2010)Operations managementEvolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Technology Infusion in Service Encounters (2000)Technology Infusion in Servic…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Soft Systems Methodology in Action (1991)Soft Systems Methodology in A…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Servitization of business: Adding value by adding services (1988)Servitization of business: Ad…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Systems Thinking, Systems Practice (1981)Systems Thinking, Systems Pra…The Social Psychology of Organizations. (1979)The Social Psychology of Orga…General System Theory: Foundations, Development, Applications (1977)General System Theory: Founda…A unified framework for the design of service systems (2013)A unified framework for the d…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)An Evolutionary Theory of Economic Change. (1983)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)The critical incident technique. (1954)Zero defections: quality comes to services. (1990)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Satisfaction: a behavioral perspective on the consumer (2010)Interpretive case studies in IS research: nature and method (1995)A new accident model for engineering safer systems (2003)Resilience: A Bridging Concept or a Dead End?“Reframing” Resilience: Challenges for Planning Theory and PracticeInteracting Traps: Resilience Assessment of a Pasture Management System in Northern AfghanistanUrban Resilience: What Does it Mean in Planning Practice?Resilience as a Useful Concept for Climate Change Adaptation?The Politics of Resilience for Planning: A Cautionary Note (2012)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Soft systems methodology: a thirty year retrospective (2000)THE LAST PLANNER SYSTEM OF PRODUCTION CONTROL (2000)Combining IS Research Methods: Towards a Pluralist Methodology (2001)Global Perspectives on Resilience in Children and Youth (2013)Learning by Expanding (2014)Fuzzy-set Qualitative Comparative Analysis (fsQCA): Guidelines for research practice in Information Systems and marketing (2021)Upper Echelons: The Organization as a Reflection of Its Top Managers (1984)Absorptive Capacity: A New Perspective on Learning and Innovation (1990)A Dynamic Theory of Organizational Knowledge Creation (1994)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1979The Social Psychology of Organizations.12,305 cited
  • 1981Systems Thinking, Systems Practice6,262 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994Putting the Service-Profit Chain to Work3,734 cited
  • 1977General System Theory: Foundations, Development, Applications3,700 cited
  • 1991Soft Systems Methodology in Action3,414 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,929 cited
  • 1985Problems and Strategies in Services Marketing2,824 cited
  • 1988Servitization of business: Adding value by adding services2,640 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 2010Operations management1,800 cited
  • 1996SERVQUAL: review, critique, research agenda1,770 cited
  • 2000

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Technology Infusion in Service Encounters
1,551 cited

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  • 2013A unified framework for the design of service systems7 cited