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The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions

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Cited by:

  1. Oliva, Rogelio. & Sterman, John., 1999. "Cutting corners and working overtime : quality erosion in the service industry," Working papers WP 4075-99., Massachusetts Institute of Technology (MIT), Sloan School of Management.
  2. 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.
  3. Jue Chen & Jingjing Guan & Jing Xu & Cecile Clergeau, 2018. "Constructing the green supply chain for rural tourism in China," Post-Print hal-03714363, HAL.
  4. Carine Peeters, 2009. "Exploring heterogeneity in preferences for offshore functions, governance modes and locations," Working Papers CEB 09-029.RS, ULB -- Universite Libre de Bruxelles.
  5. Yee, Rachel W.Y. & Yeung, Andy C.L. & Cheng, T.C.E., 2011. "The service-profit chain: An empirical analysis in high-contact service industries," International Journal of Production Economics, Elsevier, vol. 130(2), pages 236-245, April.
  6. David Opresnik & Maurizio Fiasché & Marco Taisch & Manuel Hirsch, 0. "An evolving fuzzy inference system for extraction of rule set for planning a product–service strategy," Information Technology and Management, Springer, vol. 0, pages 1-17.
  7. Carsten Horn & Markus Rudolf, 2011. "Service quality in the private banking business," Financial Markets and Portfolio Management, Springer;Swiss Society for Financial Market Research, vol. 25(2), pages 173-195, June.
  8. Nishtha Langer & Chris Forman & Sunder Kekre & Baohong Sun, 2012. "Ushering Buyers into Electronic Channels: An Empirical Analysis," Information Systems Research, INFORMS, vol. 23(4), pages 1212-1231, December.
  9. Myoungjin Yu & Sunghyup Sean Hyun, 2019. "The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model," Sustainability, MDPI, vol. 11(15), pages 1-13, July.
  10. Shaojian Qu & Yongyi Zhou, 2017. "A Study of The Effect of Demand Uncertainty for Low-Carbon Products Using a Newsvendor Model," IJERPH, MDPI, vol. 14(11), pages 1-24, October.
  11. Erim Ergene & Bruce Skaggs & Inigo Echeveste, 2021. "Service production in high captivity service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 19-43, March.
  12. 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.
  13. Scott E. Sampson, 2018. "Professional Service Jobs: Highly Paid but Subject to Disruption?," Service Science, INFORMS, vol. 10(4), pages 457-475, December.
  14. Frances X. Frei & Patrick T. Harker, 1999. "Value Creation and Process Management: Evidence from Retail Banking Diversity of Opinion and Financing of New Technologies," Center for Financial Institutions Working Papers 99-16, Wharton School Center for Financial Institutions, University of Pennsylvania.
  15. Jue Chen & Jingjing Guan & Jing (Bill) Xu & Cecile Clergeau, 2018. "Constructing the Green Supply Chain for Rural Tourism in China: Perspective of Front–Back Stage Decoupling," Sustainability, MDPI, vol. 10(11), pages 1-18, November.
  16. Ryan W. Buell & Michael I. Norton, 2011. "The Labor Illusion: How Operational Transparency Increases Perceived Value," Management Science, INFORMS, vol. 57(9), pages 1564-1579, February.
  17. Asatiani, Aleksandre & Apte, Uday & Penttinen, Esko & Rönkkö, Mikko & Saarinen, Timo, 2019. "Impact of accounting process characteristics on accounting outsourcing - Comparison of users and non-users of cloud-based accounting information systems," International Journal of Accounting Information Systems, Elsevier, vol. 34(C), pages 1-1.
  18. Antonios Karatzas & Georgios Papadopoulos & Janet Godsell, 2020. "Servitization and the Effect of Training on Service Delivery System Performance," Production and Operations Management, Production and Operations Management Society, vol. 29(5), pages 1101-1121, May.
  19. Tomás Félix González-Cruz & Norat Roig-Tierno & Dolores Botella-Carrubí, 2018. "Quality management as a driver of innovation in the service industry," Service Business, Springer;Pan-Pacific Business Association, vol. 12(3), pages 505-524, September.
  20. Frances X. Frei & Patrick Harker, 1996. "Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking Journal of Service Research," Center for Financial Institutions Working Papers 96-31, Wharton School Center for Financial Institutions, University of Pennsylvania.
  21. Guillaume Roels & Uday S. Karmarkar & Scott Carr, 2010. "Contracting for Collaborative Services," Management Science, INFORMS, vol. 56(5), pages 849-863, May.
  22. Ferrer, Geraldo & Dew, Nicholas & Apte, Uday, 2010. "When is RFID right for your service?," International Journal of Production Economics, Elsevier, vol. 124(2), pages 414-425, April.
  23. Dube, Laurette & Morin, Sylvie, 2001. "Background music pleasure and store evaluation: intensity effects and psychological mechanisms," Journal of Business Research, Elsevier, vol. 54(2), pages 107-113, November.
  24. Rogelio Oliva & John D. Sterman, 2001. "Cutting Corners and Working Overtime: Quality Erosion in the Service Industry," Management Science, INFORMS, vol. 47(7), pages 894-914, July.
  25. 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.
  26. Christophe Godowski, 2000. "Appréciation du système de coûts bancaires: plaidoyer pour l'adoption d'un réseau d'analyse basé sur les activités," Revue Finance Contrôle Stratégie, revues.org, vol. 3(3), pages 45-71, September.
  27. Nabil Ghantous, 2015. "Re-examining encounter intensity's conceptualisation, measurement and role," The Service Industries Journal, Taylor & Francis Journals, vol. 35(5), pages 237-254, March.
  28. Lewin, Arie Y. & Volberda, Henk W., 2011. "Co-evolution of global sourcing: The need to understand the underlying mechanisms of firm-decisions to offshore," International Business Review, Elsevier, vol. 20(3), pages 241-251, June.
  29. Boyer, Kenneth K., 2001. "E-operations: a guide to streamlining with the internet," Business Horizons, Elsevier, vol. 44(1), pages 47-54.
  30. Guillaume Roels, 2014. "Optimal Design of Coproductive Services: Interaction and Work Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 16(4), pages 578-594, October.
  31. Yee, Rachel W.Y. & Yeung, Andy C.L. & Edwin Cheng, T.C., 2010. "An empirical study of employee loyalty, service quality and firm performance in the service industry," International Journal of Production Economics, Elsevier, vol. 124(1), pages 109-120, March.
  32. 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.
  33. Visnjic, Ivanka & Neely, Andy & Jovanovic, Marin, 2018. "The path to outcome delivery: Interplay of service market strategy and open business models," Technovation, Elsevier, vol. 72, pages 46-59.
  34. Yee, Rachel W.Y. & Guo, Yujuan & Yeung, Andy C.L., 2015. "Being close or being happy? The relative impact of work relationship and job satisfaction on service quality," International Journal of Production Economics, Elsevier, vol. 169(C), pages 391-400.
  35. Ryan W. Buell & Ethan Porter & Michael I. Norton, 2013. "Surfacing the Submerged State: Operational Transparency Increases Trust in and Engagement with Government," Harvard Business School Working Papers 14-034, Harvard Business School, revised Aug 2018.
  36. Robert Suurmond & Larry J. Menor & Finn Wynstra, 2022. "Examining service triad operations: Formation, functioning, and feedback exchanges," Production and Operations Management, Production and Operations Management Society, vol. 31(8), pages 3352-3370, August.
  37. Dennis Campbell & Frances Frei, 2010. "Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel," Management Science, INFORMS, vol. 56(1), pages 4-24, January.
  38. Ernst, Ricardo & Kamrad, Bardia, 2000. "Evaluation of supply chain structures through modularization and postponement," European Journal of Operational Research, Elsevier, vol. 124(3), pages 495-510, August.
  39. Sunil Mithas & Jonathan Whitaker, 2007. "Is the World Flat or Spiky? Information Intensity, Skills, and Global Service Disaggregation," Information Systems Research, INFORMS, vol. 18(3), pages 237-259, September.
  40. Ioannis Bellos & Stylianos Kavadias, 2021. "Service Design for a Holistic Customer Experience: A Process Framework," Management Science, INFORMS, vol. 67(3), pages 1718-1736, March.
  41. Richard Metters, 2021. "Discipline note: A ranking of business school operations management departments based on current faculty publications in five journals," Operations Management Research, Springer, vol. 14(1), pages 216-232, June.
  42. Easton, F. F. & Rossin, D. F., 1997. "Overtime schedules for full-time service workers," Omega, Elsevier, vol. 25(3), pages 285-299, June.
  43. 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.
  44. Franco Mara & Meneses Raquel, 2020. "The Influence of Culture in Customers’ Expectations about the Hotel Service in Latin Countries with Different Human Development Levels," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 10(1), pages 56-73, May.
  45. Mei Xue & Lorin M. Hitt & Patrick T. Harker, 2007. "Customer Efficiency, Channel Usage, and Firm Performance in Retail Banking," Manufacturing & Service Operations Management, INFORMS, vol. 9(4), pages 535-558, April.
  46. 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.
  47. Dennis Campbell & Frances Frei, 2011. "Market Heterogeneity and Local Capacity Decisions in Services," Manufacturing & Service Operations Management, INFORMS, vol. 13(1), pages 2-19, April.
  48. Jochen Wirtz & Valarie Zeithaml, 2018. "Cost-effective service excellence," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 59-80, January.
  49. Johansson, Pontus & Olhager, Jan, 2006. "Linking product-process matrices for manufacturing and industrial service operations," International Journal of Production Economics, Elsevier, vol. 104(2), pages 615-624, December.
  50. David Opresnik & Maurizio Fiasché & Marco Taisch & Manuel Hirsch, 2017. "An evolving fuzzy inference system for extraction of rule set for planning a product–service strategy," Information Technology and Management, Springer, vol. 18(2), pages 131-147, June.
  51. 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.
  52. Mei Xue & Lorin M. Hitt & Pei-yu Chen, 2011. "Determinants and Outcomes of Internet Banking Adoption," Management Science, INFORMS, vol. 57(2), pages 291-307, February.
  53. Yi, Youjae & Nataraajan, Rajan & Gong, Taeshik, 2011. "Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention," Journal of Business Research, Elsevier, vol. 64(1), pages 87-95, January.
  54. 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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