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From Measurement to Management: the Influence of IT on Service Operations

Walczuch, Rita; Bielowski, Alexander - Maastricht : METEOR, Maastricht Research School of … - 2002

The state of service management practice and the developments in IT-efficiency research prompt the call for managerial relevance, normative theory building and the conceptualization and measurement of the impact of Information Technology (IT) on service efficiency. Drawing on theoretical...

Persistent link: https://www.econbiz.de/10005304891

Uncovering collaborative value creation patterns and establishing corresponding customer roles

Moeller, Sabine; Ciuchita, Robert; Mahr, Dominik; … - In: Journal of service research : JSR 16 (2013) 4, pp. 471-487

Persistent link: https://www.econbiz.de/10010203524

Exploring antecedents of service innovation excellence in manufacturing SMEs

Mennens, Kars; Van Gils, Anita Elisabeth Jacqueline; … - 2016

Persistent link: https://www.econbiz.de/10011542938

A cross-cultural investigation of relationship marketing effectiveness in retail services: a contingency approach

Odekerken-Schröder, Gaby; De Wulf, Kristof; Reynolds, … - In: Research on international service marketing : a state …, (pp. 33-73). 2005

Persistent link: https://www.econbiz.de/10002976486

The service triad : an empirical study of service robots, customers and frontline employees

Odekerken-Schröder, Gaby; Mennens, Kars; Steins, Mark; … - In: Journal of service management 33 (2022) 2, pp. 246-292

Persistent link: https://www.econbiz.de/10012880726

What causes imbalance in complex service networks? : evidence from a public health service

Verleye, Katrien; Jaakkola, Elina; Hodgkinson, Ian R.; … - In: Journal of service management 28 (2017) 1, pp. 34-56

Persistent link: https://www.econbiz.de/10011654986

Exploring antecedents of service innovation performance in manufacturing SMEs

Mennens, Kars; Van Gils, Anita Elisabeth Jacqueline; … - In: International small business journal : researching … 36 (2018) 5, pp. 500-520

Persistent link: https://www.econbiz.de/10011901166