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The role of customer experiences in the development of service blueprints

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References

1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
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1993Reengineering the Corporation2,520 cited
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1984Designing services that deliver1,272 cited
1987Service Positioning through Structural Change928 cited
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1994Service Management for Competitive Advantage293 cited
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1999Balancing Internal and External Market Orientations109 cited
1998Dealing with productivity and quality indicators in a service environment: some field experiences66 cited
1999Internal marketing practices in the Australian financial sector: an exploratory study60 cited

Cited by

2013Proposal of a Methodology to Integrate the Human Factor in the Service Blueprint11 cited
2014Designing flexible service systems: application to machine tools6 cited

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