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Total Customer Service (1989)Total Customer ServiceInnovation, Creativity, New Product Development Processes and the Role of Science Parks (2018)Innovation, Creativity, New P…Service Quality and Customer Satisfaction: Empirical Evidence from Saving Account Customers of Banking Industry (2015)Service Quality and Customer …Challenges in transforming manufacturing organisations into product‐service providers (2010)Challenges in transforming ma…Strategic profiling (2007)Strategic profilingThe Influence of Service Recovery and Loyalty on Perceived Service Quality: A Study of Hotel Customers in Spain (2006)The Influence of Service Reco…Higher order technological learning as determinant of market success in the multimedia arena; a success story, a failure, and a question mark: AGFA/BAYER AG, Enable Software, and Sun Microsystems (1998)Higher order technological le…An Examination of the Web-Based Strategies of the Top 100 U.S. Retailers (1998)An Examination of the Web-Bas…Defensive marketing’s use of post‐purchase telecommunications to create competitive advantages: a strategic analysis (1996)Defensive marketing’s use of …Collaring the Cheshire Cat’: Studying Customers' Services Experience through Metaphor (1996)Collaring the Cheshire Cat’: …Achieving Focus in Service Organisations (1996)Achieving Focus in Service Or…Business Etiquette: What Your Students Don't Know (1995)Business Etiquette: What Your…Front office role expectations as defined by hotel management and by front office personnel: A Comparative study (1994)Front office role expectation…From Scientific Management to Service Management (1994)From Scientific Management to…Marketing in the Changing World: A Course Emphasizing the Role of the Individual in the Marketing Environment (1993)Marketing in the Changing Wor…An Inquiry into the Nature and Causes of the Wealth of Nations (1776)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)A descriptive model of the consumer co-production process (2007)Service-Dominant Logic (2014)Measuring Service Quality: A Reexamination and Extension (1992)Factors Determining Zakat Rebate Preferences in Malaysia: Zakat as Tax Deduction (2022)The Focused Factory (1974)Restoring our competitive edge (1984)Manufacturing Strategy : Text and Cases (1994)A Critical Analysis of the Product-Service Dichotomy in Operations Management (2006)Airline firm boundary and ticket distribution in electronic markets (2012)Metaphors We Live By (2003)The Critical Incident Technique in Service Research (2004)Case Study Research: Design and Methods (1984)Competitive Advantage: Creating and Sustaining Superior Performance (1985)Case Study Research (2004)“It worked for manufacturing…!” (2014)Process of value co-creation and its impact on innovation strategy in service companies (2014)Estrategia e innovación en las Mipymes colombianas ganadoras del premio Innova 2010-2013 (2016)The Discovery of Grounded Theory; Strategies for Qualitative Research (1968)THE DISCOVERY OF GROUNDED THEORY: STRATEGIES FOR QUALITATIVE RESEARCH. By Barney G. Glaser and Anselm L. Strauss. Chicago: Aldine Publishing Company, 1967. 271 pp. $6.75 (1968)Servitization: Disentangling the Impact of Service Business Model Innovation on the Performance of Manufacturing Firms (2012)Product services for a resource-efficient and circular economy – a review (2013)Product–Service Systems (PSS) business models and tactics – a systematic literature review (2014)The Reflective Practitioner: How Professionals Think in Action (1985)The fifth discipline, the art and practice of the learning organization (1991)The Knowledge-Creating Company (1998)e-Development toward the Knowledge Economy (2006)Mode 3 Knowledge Production in Quadruple Helix Innovation Systems (2011)Entrepreneurial Learning: Past Research and Future Challenges (2013)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)There is No ‘I’ in Recovery: Managements’ Perspective of Service Recovery (2014)Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation (2016)Star power: the effect of star rating on service recovery in the hotel industry (2018)THE CUSTOMER DRIVEN COMPANY (1991)Multicultural management: New skills for global success (1994)Sales and Marketing Management (2007)Facing our Heuristic Limits: Expanding the Terminology for Types of Positive Face (2017)Qualitative evaluation and research methods (1990)Qualitative evaluation and research methods (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)E‐service quality: a model of virtual service quality dimensions (2003)Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model (2004)
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  • 2018Innovation, Creativity, New Product Development Processes and the Role of Science Parks6 cited
  • 1993Marketing in the Changing World: A Course Emphasizing the Role of the Individual in the Marketing Environment

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  • 1994Front office role expectations as defined by hotel management and by front office personnel: A Comparative study0 cited