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The service imperative

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  • Bitner, Mary Jo
  • Brown, Stephen W.

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  • Bitner, Mary Jo & Brown, Stephen W., 2008. "The service imperative," Business Horizons, Elsevier, vol. 51(1), pages 39-46.
    • Handle: RePEc:eee:bushor:v:51:y:2008:i:1:p:39-46
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    References listed on IDEAS

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    1. Dalton, Catherine M., 2005. "A passion for pets: An interview with Philip L. Francis, Chairperson and CEO of PETsMART, Inc," Business Horizons, Elsevier, vol. 48(6), pages 469-475.
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    Cited by:

    1. Marder, Ben & Angell, Rob & Boyd, Eric, 2023. "How and why (imagined) online reviews impact frontline retail encounters," Journal of Retailing, Elsevier, vol. 99(2), pages 265-279.
    2. Laukkanen, Tommi, 2016. "Consumer adoption versus rejection decisions in seemingly similar service innovations: The case of the Internet and mobile banking," Journal of Business Research, Elsevier, vol. 69(7), pages 2432-2439.
    3. Teresa Peiró & Beatriz Sora & Aida Soriano & Jesús Yeves, 2020. "Nursing Education in Catalonia: Novice Professionals’ Appraisal of Its Quality and Usefulness. Does Mobility Play a Role?," IJERPH, MDPI, vol. 17(19), pages 1-21, September.
    4. Calabrese, Armando, 2012. "Service productivity and service quality: A necessary trade-off?," International Journal of Production Economics, Elsevier, vol. 135(2), pages 800-812.
    5. Salunke, Sandeep & Weerawardena, Jay & McColl-Kennedy, Janet R., 2013. "Competing through service innovation: The role of bricolage and entrepreneurship in project-oriented firms," Journal of Business Research, Elsevier, vol. 66(8), pages 1085-1097.
    6. Dao Thi Ta & Chia-Han Yang, 2018. "Exploring The Impacts Of Service Innovation On Customer Satisfaction In The Telecom Industry: A Perspective From Interactive And Supportive Service Innovations," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 22(07), pages 1-30, October.
    7. Bolton, Ruth & Saxena-Iyer, Shruti, 2009. "Interactive Services: A Framework, Synthesis and Research Directions," Journal of Interactive Marketing, Elsevier, vol. 23(1), pages 91-104.
    8. Áurea Helena Puga Ribeiro & Plínio Rafael Reis Monteiro & Laura Luttembarck, 2019. "The Use of the ‘Job to Be Done’ methodology to identify value co-creation opportunities in the context of the Service Dominant Logic," Brazilian Business Review, Fucape Business School, vol. 16(1), pages 32-45, January.
    9. Jain, Geetika & Paul, Justin & Shrivastava, Archana, 2021. "Hyper-personalization, co-creation, digital clienteling and transformation," Journal of Business Research, Elsevier, vol. 124(C), pages 12-23.
    10. Tareq N. Hashem, 2018. "The Relationship Between Internal Marketing And Service Culture In Jordanian Commercial Banks," Economy & Business Journal, International Scientific Publications, Bulgaria, vol. 12(1), pages 366-375.
    11. Gil Luria & Asaf Levanon & Dana Yagil & Iddo Gal, 2016. "Status, National Culture and Customers’ Propensity to Complain," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 126(1), pages 309-330, March.
    12. O’Cass, Aron & Carlson, Jamie, 2012. "An e-retailing assessment of perceived website-service innovativeness: Implications for website quality evaluations, trust, loyalty and word of mouth," Australasian marketing journal, Elsevier, vol. 20(1), pages 28-36.
    13. Maria de Lurdes Calisto & Soumodip Sarkar, 2017. "Innovation and corporate entrepreneurship in service businesses," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 581-600, September.
    14. Enrique Corona Sandoval & Lucila Zarraga Cano & Jose Gabriel Ruiz Andrade, 2015. "Innovation In The Tourism Sector In Cancun: Empirical Evidence,Innovacion En El Sector Turismo De Cancun: Evidencias Empiricas," Revista Internacional Administracion & Finanzas, The Institute for Business and Finance Research, vol. 8(4), pages 93-105.
    15. Zhao, Y. Lisa & Di Benedetto, C. Anthony, 2013. "Designing service quality to survive: Empirical evidence from Chinese new ventures," Journal of Business Research, Elsevier, vol. 66(8), pages 1098-1107.
    16. Rana Basu & Prabha Bhola, 2015. "Exploring Quality Management Practices and Its Pattern Analysis in Indian Service SMEs," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 23(02), pages 199-235, June.
    17. Boussad Nait Ibrahim & Meriem Nouala, 2024. "Boosting Financial Service Quality: The Power of Innovation Strategy in Algerian Context," Journal of Intercultural Management, Sciendo, vol. 16(2), pages 5-38.
    18. Teresa Peiró & Laura Lorente & María Vera, 2020. "The COVID-19 Crisis: Skills That Are Paramount to Build into Nursing Programs for Future Global Health Crisis," IJERPH, MDPI, vol. 17(18), pages 1-14, September.

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