Journal ArticleDOI
The service concept: the missing link in service design research?
TLDR
The service concept is defined and how it can be used to enhance a variety of service design processes is described, including service design planning and service recovery design processes.About:
This article is published in Journal of Operations Management.The article was published on 2002-04-01. It has received 779 citations till now. The article focuses on the topics: Service design & Service level objective.read more
Citations
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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (Цепочка создания прибыли в сфере услуг: как ведущие компании связывают прибыль и рост с лояльностью, удовлетворением и ценностью)
TL;DR: Heskett, Sasser, and Schlesinger as mentioned in this paper show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly link profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity.
Journal ArticleDOI
Capabilities for managing service innovation: towards a conceptual framework
TL;DR: In this article, the authors identify and reflect on a set of dynamic capabilities for managing service innovation and apply a dynamic capabilities view (DCV) of firms to manage service innovation.
Journal ArticleDOI
A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach:
TL;DR: In this paper, the authors argue that current public management theory is not fit for purpose and propose a "public service dominant" approach, which not only more accurately reflects the reality of contemporary public management but also draws upon a body of substantive service-dominant theory that is more relevant to public management than the previous manufacturing focus.
Journal ArticleDOI
Insights into service operations management: a research agenda
Aleda V. Roth,Larry J. Menor +1 more
TL;DR: In this article, an agenda for service operations management (SOM) research is presented, motivated by the need for an SOM research agenda and a research framework that provides a broad-based picture of key architectural elements in the SOM research landscape.
Book
Handbook of management accounting research
TL;DR: The Handbooks of Management Accounting Research (HOMAR) as discussed by the authors is a collection of three volumes of management accounting research, including three volumes from the American Accounting Association (AAMA) notable contribution to management accounting literature.
References
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Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
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The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:
TL;DR: In this article, the authors collected 700 incidents from customers of airlines, hotels, and restaurants and used the critical incident method to identify the most frequent service encounter from the customer's point of view.
Book
Delivering Quality Service : Balancing Customer Perceptions And Expectations
TL;DR: In this paper, the authors construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides theoretical insight into customer expectations and service delivery.
Book
Qualitative Methods in Management Research
Edward Toomer,Ken Bowen +1 more
TL;DR: In this paper, the authors present an Action Science Paradigm for Management Access in Management Access through Different Roles Preunderstanding and Understanding Case Study Research Quality of Academic Research and Management Consultancy.
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A model of customer satisfaction with service encounters involving failure and recovery
TL;DR: In this article, the authors develop a model of custom recovery efforts for service failures, based on the model of customer reaction to service failures in the context of an organization's recovery efforts.