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The Customer Contact Model for Organization Design

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Cited by:

  1. Schipper, Lisette & Luijkx, Katrien & Meijboom, Bert & Schols, Jos, 2015. "The 3 A's of the access process to long-term care for elderly: Providers experiences in a multiple case study in the Netherlands," Health Policy, Elsevier, vol. 119(1), pages 17-25.
  2. Boon-itt, Sakun & Wong, Chee Yew & Wong, Christina W.Y., 2017. "Service supply chain management process capabilities: Measurement development," International Journal of Production Economics, Elsevier, vol. 193(C), pages 1-11.
  3. Cho, Woohyun & Windle, Robert J. & Dresner, Martin E., 2017. "The impact of operational exposure and value-of-time on customer choice: Evidence from the airline industry," Transportation Research Part A: Policy and Practice, Elsevier, vol. 103(C), pages 455-471.
  4. Chowdhury, Sanjib & Miles, Grant, 2006. "Customer-induced uncertainty in predicting organizational design: Empirical evidence challenging the service versus manufacturing dichotomy," Journal of Business Research, Elsevier, vol. 59(1), pages 121-129, January.
  5. Richard Reed & Susan Storrud-Barnes, 2009. "Systematic performance differences across the manufacturing-service continuum," Service Business, Springer;Pan-Pacific Business Association, vol. 3(4), pages 319-339, December.
  6. Vasiliki Kostami & Sampath Rajagopalan, 2014. "Speed–Quality Trade-Offs in a Dynamic Model," Manufacturing & Service Operations Management, INFORMS, vol. 16(1), pages 104-118, February.
  7. Liu, Zuoming & Jayaraman, Vaidy & Luo, Yadong, 2017. "The unbalanced indirect effects of task characteristics on performance in professional service outsourcing," International Journal of Production Economics, Elsevier, vol. 193(C), pages 281-293.
  8. Rafael Teixeira & Renato Przyczynski & Jeff Shockley, 2022. "B2B buyer operational capability for the effective delivery of technology-enabled services in a multi-facility context," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 645-679, September.
  9. Quynh Duong Phuong & Aki Harima, 2019. "The impact of cultural values on Vietnamese ethnic entrepreneurs in Germany," Journal of Entrepreneurship, Management and Innovation, Fundacja Upowszechniająca Wiedzę i Naukę "Cognitione", vol. 15(2), pages 85-116.
  10. Ryan W. Buell & Tami Kim & Chia-Jung Tsay, 2017. "Creating Reciprocal Value Through Operational Transparency," Management Science, INFORMS, vol. 63(6), pages 1673-1695, June.
  11. Scott E. Sampson, 2018. "Professional Service Jobs: Highly Paid but Subject to Disruption?," Service Science, INFORMS, vol. 10(4), pages 457-475, December.
  12. Ryan W. Buell & Tami Kim & Chia-Jung Tsay, 2014. "Creating Reciprocal Value Through Operational Transparency," Harvard Business School Working Papers 14-115, Harvard Business School, revised Sep 2015.
  13. Saccani, N. & Johansson, P. & Perona, M., 2007. "Configuring the after-sales service supply chain: A multiple case study," International Journal of Production Economics, Elsevier, vol. 110(1-2), pages 52-69, October.
  14. John Levesque & Cédric Dalmasso & Sophie Hooge, 2022. "Understanding the Impacts of Digital Transformation in the Service Industry: the Mutation of the Back-Office Function in the Insurance Sector," Post-Print hal-04068150, HAL.
  15. Rafael Marques & Rafael Teixeira & Daniel P. Lacerda & Fabio S. Piran, 2023. "Exploring outsourcing service productivity from the buyer and supplier perspective: A case analysis in the fleet maintenance industry," Operations Management Research, Springer, vol. 16(2), pages 853-867, June.
  16. Firdaus Abdullah & Nini Hartini Asnawi & Abg Hamizam Abg Mohara, 2023. "Service Operations Mastery: A Holistic Toolset for Achieving Operational Excellence and Service Superiority," Information Management and Business Review, AMH International, vol. 15(4), pages 554-563.
  17. de Blok, Carolien & Meijboom, Bert & Luijkx, Katrien & Schols, Jos, 2013. "The human dimension of modular care provision: Opportunities for personalization and customization," International Journal of Production Economics, Elsevier, vol. 142(1), pages 16-26.
  18. Arzoo Atiq & Lesley Gardner & Ananth Srinivasan, 2017. "An Experience-based Collaborative Service System Model," Service Science, INFORMS, vol. 9(1), pages 14-35, March.
  19. Karim Ullah & Wafi Al-Karaghouli & Shafiullah Jan, 2017. "Collaborative Islamic Banking Service: The Case of Ijarah," Business & Economic Review, Institute of Management Sciences, Peshawar, Pakistan, vol. 9(2), pages 187-202, June.
  20. Sofia Salgado Pinto, 2008. "THE SPECIFICATION of HIGH INTERACTION SERVICE PROCESSES," Working Papers de Gestão (Management Working Papers) 022008, Católica Porto Business School, Universidade Católica Portuguesa.
  21. Luv Sharma & Aravind Chandrasekaran & Elliot Bendoly, 2020. "Does the Office of Patient Experience Matter in Improving Delivery of Care?," Production and Operations Management, Production and Operations Management Society, vol. 29(4), pages 833-855, April.
  22. Shu-Hua Chien & Jyh-jye Chen, 2008. "Supplier involvement and customer involvement effect on new product development success in the financial service industry," The Service Industries Journal, Taylor & Francis Journals, vol. 30(2), pages 185-201, February.
  23. Atkinson, Mariam K. & Saghafian, Soroush, 2019. "Who Should See the Patient? On Discretionary Patient-Provider Assignments in Hospitals," Working Paper Series rwp19-037, Harvard University, John F. Kennedy School of Government.
  24. Krishnan S. Anand & M. Faz{i}l Paç & Senthil Veeraraghavan, 2011. "Quality-Speed Conundrum: Trade-offs in Customer-Intensive Services," Management Science, INFORMS, vol. 57(1), pages 40-56, January.
  25. Lee, Lorraine S. & Fiedler, Kirk D. & Smith, Jeffery S., 2008. "Radio frequency identification (RFID) implementation in the service sector: A customer-facing diffusion model," International Journal of Production Economics, Elsevier, vol. 112(2), pages 587-600, April.
  26. Mackelprang, Alan W. & Jayaram, Jayanth & Xu, Kefeng, 2012. "The influence of types of training on service system performance in mass service and service shop operations," International Journal of Production Economics, Elsevier, vol. 138(1), pages 183-194.
  27. Cruz-Ros, Sonia & Gonzalez-Cruz, Tomas F., 2015. "Service firm capabilities and performance: Contingent analysis of customer contact," Journal of Business Research, Elsevier, vol. 68(7), pages 1612-1621.
  28. Mariam K. Atkinson & Soroush Saghafian, 2023. "Who should see the patient? on deviations from preferred patient-provider assignments in hospitals," Health Care Management Science, Springer, vol. 26(2), pages 165-199, June.
  29. Ding, Bin & Li, Yameng & Miah, Shah & Liu, Wei, 2024. "Customer acceptance of frontline social robots—Human-robot interaction as boundary condition," Technological Forecasting and Social Change, Elsevier, vol. 199(C).
  30. Jingjun (David) Xu & Izak Benbasat & Ronald T. Cenfetelli, 2014. "Research Note ---The Influences of Online Service Technologies and Task Complexity on Efficiency and Personalization," Information Systems Research, INFORMS, vol. 25(2), pages 420-436, June.
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