| Technology's impact on the gaps model of service quality
|
2010 |
Bitner, Mary Jo |
| Business architectures for the design of enterprise service systems
|
2010 |
Glissmann, Susanne |
| A service practice approach : people, activities and information in highly collaborative knowledge-based service systems
|
2010 |
Kieliszewski, Cheryl A. |
| Service science : a reflection from telecommunications service perspective
|
2010 |
Chew, Eng K. |
| Service engineering : multiperspective and interdisciplinary framework for new solution design
|
2010 |
Gudergan, Gerhard |
| Advancing services innovation : five key concepts
|
2010 |
Chesbrough, Henry |
| The evolution and future of service : building and broadening a multidisciplinary field
|
2010 |
Fisk, Raymond P. |
| Revisiting "where does the customer fit in a service operation?" : background and future development of contact theory
|
2010 |
Chase, Richard B. |
| Service worlds : the "services duality" and the rise of the "manuservice" economy
|
2010 |
Bryson, John R. |
| Toward a science of service systems : value and symbols
|
2010 |
Spohrer, James C. |
| Seven contexts for service system design
|
2010 |
Glushko, Robert J. |
| The industrialization of information services
|
2010 |
Karmarkar, Uday S. |
| The future of service is long overdue
|
2010 |
Gummesson, Evert |
| Trading zones, normative scenarios, and service science
|
2010 |
Gorman, Michael E. |
| A formal model of service delivery
|
2010 |
|
| Service innovation
|
2010 |
Miles, Ian D. |
| Service innovation and customer co-development
|
2010 |
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| Service science, management, and engineering (SSME) in Japan
|
2010 |
Hidaki, Kazuyoshi |
| The service profit chain : from satisfaction to ownership
|
2010 |
Heskett, James L. |
| Customer equity : driving the value of the firm by increasing the value of customers
|
2010 |
Rust, Roland T. |
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