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Christopher A. Voss
Researcher at University of Warwick
Publications - 125
Citations - 17997
Christopher A. Voss is an academic researcher from University of Warwick. The author has contributed to research in topics: Service (business) & Service design. The author has an hindex of 56, co-authored 125 publications receiving 16454 citations. Previous affiliations of Christopher A. Voss include University College London & Catholic University of Portugal.
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Case research in operations management
TL;DR: In this paper, the use of case study research in operations management for theory development and testing is reviewed and guidelines and a roadmap for operations management researchers wishing to design, develop and conduct case-based research are provided.
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Service Research Priorities in a Rapidly Changing Context
TL;DR: In this article, the authors engaged in an international and interdisciplinary research effort to identify research priorities that have the potential to advance the service field and benefit customers, organizations, and society.
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Contingency research in operations management practices
Rui Sousa,Christopher A. Voss +1 more
TL;DR: In order to increase the understanding of patterns of use of operations management practices, OM scholars need to study in more depth the process of selection of OM best practices by organizations, and put forward a framework to underpin such research integrating contingency theory and other theoretical perspectives.
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Service Design for Experience-Centric Services
TL;DR: In this article, the authors examine the design of experience-centric services, particularly in the context of customer experience management, to promote differentiation and customer loyalty, and propose a set of design guidelines.
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Quality management re-visited: a reflective review and agenda for future research
Rui Sousa,Christopher A. Voss +1 more
TL;DR: Quality management (QM) has become an all-pervasive management philosophy, finding its way into most sectors of today's business society as discussed by the authors, and it is time to take stock of the knowledge accumulated in what is now a mature field of study and look for directions to take the field further forward.