IDEAS home Printed from https://ideas.repec.org/a/eee/bushor/v51y2008i1p39-46.html
   My bibliography  Save this article

The service imperative

Author

Listed:
  • Bitner, Mary Jo
  • Brown, Stephen W.

Abstract

No abstract is available for this item.

Suggested Citation

  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0007-6813(07)00109-7
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. John Hauser & Gerard J. Tellis & Abbie Griffin, 2006. "Research on Innovation: A Review and Agenda for," Marketing Science, INFORMS, vol. 25(6), pages 687-717, 11-12.
    2. 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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Tor Helge Aas & Karl Joachim Breunig & Katja Maria Hydle, 2017. "Exploring New Service Portfolio Management," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(06), pages 1-31, August.
    2. Małgorzata Wiścicka-Fernando & Sandra Misiak-Kwit & Kelaniyage Shihan Dilruk Fernando, 2019. "Co-Creation as an Innovative Way to Develop an Enterprise—Cross-Country Analysis," Sustainability, MDPI, vol. 11(23), pages 1-13, November.
    3. Jugend, Daniel & da Silva, Sérgio Luis & Salgado, Manoel Henrique & Miguel, Paulo Augusto Cauchick, 2016. "Product portfolio management and performance: Evidence from a survey of innovative Brazilian companies," Journal of Business Research, Elsevier, vol. 69(11), pages 5095-5100.
    4. Nasrabadi, Mohamadreza Azar & Beauregard, Yvan & Ekhlassi, Amir, 2024. "The implication of user-generated content in new product development process: A systematic literature review and future research agenda," Technological Forecasting and Social Change, Elsevier, vol. 206(C).
    5. Peres, Renana & Muller, Eitan & Mahajan, Vijay, 2010. "Innovation diffusion and new product growth models: A critical review and research directions," International Journal of Research in Marketing, Elsevier, vol. 27(2), pages 91-106.
    6. Steven M. Shugan, 2007. "Editorial—The Anna Karenina Bias: Which Variables to Observe?," Marketing Science, INFORMS, vol. 26(2), pages 145-148, 03-04.
    7. Barry L. Bayus, 2013. "Crowdsourcing New Product Ideas over Time: An Analysis of the Dell IdeaStorm Community," Management Science, INFORMS, vol. 59(1), pages 226-244, June.
    8. Pasquale Del Vecchio & Gioconda Mele & Valentina Ndou & Giustina Secundo, 2018. "Open Innovation and Social Big Data for Sustainability: Evidence from the Tourism Industry," Sustainability, MDPI, vol. 10(9), pages 1-15, September.
    9. Vincent K.K. Leung & Marco Chi Keung Lau & Zhe Zhang & Flora F. Gu, 2015. "Explorative versus exploitative alliances: evidence from the glass industry in China," Journal of Chinese Economic and Business Studies, Taylor & Francis Journals, vol. 13(2), pages 127-146, May.
    10. Reinhardt, Ronny & Gurtner, Sebastian, 2018. "The overlooked role of embeddedness in disruptive innovation theory," Technological Forecasting and Social Change, Elsevier, vol. 132(C), pages 268-283.
    11. Gensler, Sonja & Oehring, Karlo & Wiesel, Thorsten, 2024. "Reported and communicated shifts in strategic emphasis and firm performance," International Journal of Research in Marketing, Elsevier, vol. 41(2), pages 220-240.
    12. Amini, Mehdi & Wakolbinger, Tina & Racer, Michael & Nejad, Mohammad G., 2012. "Alternative supply chain production–sales policies for new product diffusion: An agent-based modeling and simulation approach," European Journal of Operational Research, Elsevier, vol. 216(2), pages 301-311.
    13. Xinfang (Jocelyn) Wang & Jeffrey D. Camm & David J. Curry, 2009. "A Branch-and-Price Approach to the Share-of-Choice Product Line Design Problem," Management Science, INFORMS, vol. 55(10), pages 1718-1728, October.
    14. Rašković, Matevž & Ding, Zhonghui & Škare, Vatroslav & Ozretić Došen, Đurđana & Žabkar, Vesna, 2016. "Comparing consumer innovativeness and ethnocentrism of young-adult consumers," Journal of Business Research, Elsevier, vol. 69(9), pages 3682-3686.
    15. Xueming Luo & Shuili Du, 2015. "Exploring the relationship between corporate social responsibility and firm innovation," Marketing Letters, Springer, vol. 26(4), pages 703-714, December.
    16. Aurora A. C. Teixeira & Pedro Cosme Vieira & Ana Patrícia Abreu, 2017. "Sleeping Beauties and their princes in innovation studies," Scientometrics, Springer;Akadémiai Kiadó, vol. 110(2), pages 541-580, February.
    17. Sam Ransbotham & Sabyasachi Mitra, 2010. "Target Age and the Acquisition of Innovation in High-Technology Industries," Management Science, INFORMS, vol. 56(11), pages 2076-2093, November.
    18. Ashkan Negahban & Jeffrey S. Smith, 2018. "A joint analysis of production and seeding strategies for new products: an agent-based simulation approach," Annals of Operations Research, Springer, vol. 268(1), pages 41-62, September.
    19. Materia, Valentina & Pascucci, Stefano & Dries, Liesbeth, 2015. "Are in-house and outsourcing innovation strategies interlinked? Evidence from the European agri-food sector," 2015 Conference, August 9-14, 2015, Milan, Italy 212449, International Association of Agricultural Economists.
    20. Li Zuo & Gregory J. Fisher & Zhi Yang, 2019. "Organizational learning and technological innovation: the distinct dimensions of novelty and meaningfulness that impact firm performance," Journal of the Academy of Marketing Science, Springer, vol. 47(6), pages 1166-1183, November.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:bushor:v:51:y:2008:i:1:p:39-46. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/bushor .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.