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~person:"Johnston, Robert"
~person:"Laihonen, Harri"
~subject:"Dienstleistungsmanagement"
~subject:"Prozessmanagement"
~subject:"Unternehmenserfolg"
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Search: subject_exact:"Dienstleistungsmanagement"
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Dienstleistungsmanagement
Prozessmanagement
Unternehmenserfolg
Service management
12
Performance measurement
5
Performance-Messung
5
Dienstleistung
4
Management
4
Dienstleistungssektor
3
Service industry
3
Business process management
2
Contingency theory
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Dienstleistungsqualität
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Kontingenztheorie
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Job performance
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Job satisfaction
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Knowledge-intensive industry
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Measurement
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Johnston, Robert
Laihonen, Harri
Bruhn, Manfred
65
Hadwich, Karsten
34
Corsten, Hans
19
Haller, Sabine
13
Stauss, Bernd
13
Roth, Stefan
12
Fließ, Sabine
11
Woratschek, Herbert
11
Burr, Wolfgang
10
Hänssler, Karl Heinz
10
Gössinger, Ralf
9
Pepels, Werner
9
Edvardsson, Bo
8
Gardini, Marco A.
8
Spath, Dieter
8
Gebauer, Heiko
7
Angelis, Jannis
6
Bieger, Thomas
6
Cater-Steel, Aileen
6
Fitzsimmons, James A.
6
Parry, Glenn
6
Spohrer, James C.
6
Chase, Richard B.
5
Clark, Graham
5
Fitzsimmons, Mona J.
5
Freiling, Jörg
5
Ganz, Walter
5
Grönroos, Christian
5
Harvey, Jean
5
Jacob, Frank
5
Jääskeläinen, Aki
5
Kowalkowski, Christian
5
Lingnau, Volker
5
Macintyre, Mairi
5
Svensson, Göran
5
Aflaki, Sam
4
Baglieri, Enzo
4
Benkenstein, Martin
4
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Measuring business excellence : the journal of organizational performance management
2
Always learning
1
International journal of business performance management
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
Managing service quality : MSQ ; an international journal
1
Operations management ; Vol. 1
1
The international journal of productivity and performance management : IJPPM
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ECONIS (ZBW)
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1
Service operations management
Johnston, Robert
;
Shulver, Michael
;
Slack, Nigel
; …
-
2021
-
Fifth edition
Persistent link: https://www.econbiz.de/10012315196
Saved in:
2
Measuring performance of a service system : from organizations to customer-perceived performance
Laihonen, Harri
;
Jääskeläinen, Aki
;
Pekkola, Sanna
- In:
Measuring business excellence : the journal of …
18
(
2014
)
3
,
pp. 73-86
Persistent link: https://www.econbiz.de/10010417496
Saved in:
3
Distinctive featres of service performance measurement
Jääskeläinen, Aki
;
Laihonen, Harri
;
Lönnqvist, Antti
- In:
International journal of operations & production …
34
(
2014
)
12
,
pp. 1466-1486
Persistent link: https://www.econbiz.de/10010437788
Saved in:
4
Applying performance measurement in service operations : analysis of contextual differences
Jääskeläinen, Aki
;
Laihonen, Harri
- In:
International journal of business performance management
15
(
2014
)
3
,
pp. 243-261
Persistent link: https://www.econbiz.de/10010484259
Saved in:
5
Overcoming the specific performance measurement challenges of knowledge-intensive organizations
Jääskeläinen, Aki
;
Laihonen, Harri
- In:
The international journal of productivity and …
62
(
2013
)
4
,
pp. 350-363
Persistent link: https://www.econbiz.de/10009751885
Saved in:
6
Service operations management : improving service delivery
Johnston, Robert
;
Clark, Graham
;
Shulver, Michael
-
2012
-
4. ed.
Persistent link: https://www.econbiz.de/10009532314
Saved in:
7
A contingency approach to performance measurement in service operations
Jääskeläinen, Aki
;
Laihonen, Harri
;
Lönnqvist, Antti
; …
- In:
Measuring business excellence : the journal of …
16
(
2012
)
1
,
pp. 43-52
Persistent link: https://www.econbiz.de/10009532379
Saved in:
8
The customer experience : a road-map for improvement
Johnston, Robert
;
Kong, Xiangyu
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
1
,
pp. 5-24
Persistent link: https://www.econbiz.de/10008989023
Saved in:
9
Service operations management : improving service delivery
Johnston, Robert
;
Clark, Graham
-
2008
-
3. ed.
Persistent link: https://www.econbiz.de/10003654923
Saved in:
10
Service operations management : improving service delivery
Johnston, Robert
-
2005
-
2. ed
Persistent link: https://www.econbiz.de/10002404900
Saved in:
1
2
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