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Advances in Services Innovations
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Advances in Services Innovations (2006)Advances in Services InnovationsEffect of customer loyalty program on customer satisfaction and its impact on customer loyalty (2019)Effect of customer loyalty pr…An integrated stochastic fuzzy MCDM approach to the balanced scorecard-based service evaluation (2019)An integrated stochastic fuzz…Value-driven product service systems development: Methods and industrial applications (2016)Value-driven product service …Towards a methodology to engineer industrial product-service system – Evidence from power and automation industry (2016)Towards a methodology to engi…Engineering models to support product–service system integrated design (2016)Engineering models to support…Balancing Product-service Provider's Performance and Customer's Value: The SErvice Engineering Methodology (SEEM) (2014)Balancing Product-service Pro…Service Systems Engineering Applications (2013)Service Systems Engineering A…Data-stories about (im)patient customers in tele-queues (2013)Data-stories about (im)patien…Business service networks and their process of emergence: The case of the Health Cluster Portugal (2013)Business service networks and…Impact of relationship marketing tactics on relationship quality and customer loyalty: A case study of telecom sector of Pakistan (2012)Impact of relationship market…A spiral process model to engineer a product service system: An explorative analysis through case studies (2012)A spiral process model to eng…Service and Science (2011)Service and ScienceRouting to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers (2011)Routing to Manage Resolution …Service Worlds (2010)Service WorldsIntegration of automotive service and technology strategies (2010)Integration of automotive ser…Service Science, Management, Engineering, and Design (SSMED): Outline & References (2008)Service Science, Management, …Case Study Research: Design and Methods (1984)Case Study Research: Design and Methods (1991)Case Study Research (2004)A knowledge-based collaborative platform for PSS design and production (2018)A conceptual model to support sustainable Product-Service System implementation in the Brazilian agricultural machinery industry (2022)Equipment upgrade service provision in the context of servitization: drivers, capabilities, and resources (2022)Designing services that deliver (1984)Clarifying the concept of product–service system (2002)State-of-the-art in product-service systems (2007)Towards a Lean Product Service Systems (PSS) Design: State of the Art, Opportunities and Challenges (2015)A framework with hybrid approach to analyse system requirements of smart PSS toward customer needs and co-creative value propositions (2019)Fundamentals of service science (2007)Enterprise 2.0: New Collaborative Tools for Your Organization's Toughest Challenges (2009)Service-Dominant Logic as a Foundation for Service Science: Clarifications (2009)Service engineering framework: A simple approach (2014)Self-organising socio-technical description in service systems for supporting smart user decisions in public transport (2015)Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Statistical Analysis of a Telephone Call Center (2005)Scheduling Homogeneous Impatient Customers (2015)Does the Past Predict the Future? The Case of Delay Announcements in Service Systems (2016)Managing Queueing Systems Where Capacity is Random and Customers are Impatient (2017)Retrial Queues (1997)Operations in Financial Services—An Overview (2010)Challenging conventional wisdom: Positive waiting (2017)When More Is Less: Field Evidence on Unintended Consequences of Multitasking (2017)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Commitment-Trust Theory of Relationship Marketing (1994)An Integrative Model Of Organizational Trust (1995)Impact of Relationship Marketing Tactics (RMT's) & Relationship Quality on Customer Loyalty: A Study within the Malaysian Mobile Telecommunication Industry (2014)Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service) (2017)AFTER SALES SERVICE, CUSTOMER SATISFACTION, AND LOYALTY IN TELECOM SECTOR (2019)How to Design a Service (1982)A service perspective on business relationships: The value creation, interaction and marketing interface (2010)Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting (2011)Specifying a modelling language for PSS Engineering – A development method and an operational tool (2019)New trends in product service system and servitization research: A conceptual structure emerging from three decades of literature (2021)Towards a Methodology for Developing Evidence‐Informed Management Knowledge by Means of Systematic Review (2003)At the origins of Product Service Systems: Supporting the concept assessment with the Engineering Value Assessment method (2018)Capturing and enhancing provider value in product-service systems throughout the lifecycle: A systematic approach (2018)Product service-systems implementation: A customized framework to enhance sustainability and customer satisfaction (2018)Product services for a resource-efficient and circular economy – a review (2013)Hybrid simulation modelling as a supporting tool for sustainable product service systems: a critical analysis (2017)Leveraging Circular Economy through a Methodology for Smart Service Systems Engineering (2019)Research on product-service systems: topic landscape and future trends (2021)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Dineserv: A Tool for Measuring Service Quality in Restaurants (1995)Customer loyalty: a review and future directions with a special focus on the hospitality industry (2015)Do organizational commitment and consumer satisfaction mediate the relationship corporate social responsibility-sustainable performance? Assessing happiness management in Spanish wineries (2023)Metaverse for Enhancing Customer Loyalty: Effective Strategies to Improve Customer Relationship, Service, Engagement, Satisfaction, and Experience (2023)The impact of brand image on customer satisfaction and brand loyalty: A systematic literature review (2024)
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  • 2019Effect of customer loyalty program on customer satisfaction and its impact on customer loyalty93 cited
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  • 2016Towards a methodology to engineer industrial product-service system – Evidence from power and automation industry72 cited
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  • 2013Service Systems Engineering Applications39 cited
  • 2019An integrated stochastic fuzzy MCDM approach to the balanced scorecard-based service evaluation39 cited
  • 2011Service and Science36 cited
  • 2010Service Worlds35 cited
  • 2010

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Integration of automotive service and technology strategies
33 cited
  • 2008Service Science, Management, Engineering, and Design (SSMED): Outline & References28 cited
  • 2013Business service networks and their process of emergence: The case of the Health Cluster Portugal28 cited