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Service Blueprinting: A Practi...
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Dienstleistung
25
Beziehungsmarketing
15
Consumer behaviour
15
Konsumentenverhalten
15
Service quality
15
Marketing
14
Relationship marketing
14
Dienstleistungsqualität
13
Services
11
Dienstleistungsmarketing
10
Dienstleistungssektor
10
Service industry
10
Services marketing
10
Customer satisfaction
9
Kundenzufriedenheit
8
Customer service
5
Kundenservice
5
Brand management
4
Innovation
4
transformative service research
4
Brand
3
Health care
3
Markenartikel
3
Markenführung
3
Aufsatzsammlung
2
B-to-B-Marketing
2
Brand image
2
Business-to-business marketing
2
Connected services
2
Cue to quality
2
Customer retention
2
Forschung
2
Gesundheitsversorgung
2
Innovation adoption
2
Innovationsakzeptanz
2
Intelligent object
2
Interdisciplinary research
2
Interdisziplinäre Forschung
2
Kundenbindung
2
Lieferantenmanagement
2
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Undetermined
23
Free
2
Type of publication
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Article
86
Book / Working Paper
17
Type of publication (narrower categories)
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Article in journal
30
Aufsatz in Zeitschrift
30
Lehrbuch
6
Aufsatz im Buch
5
Book section
5
Textbook
5
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2
research-article
2
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1
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1
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1
Graue Literatur
1
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1
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1
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1
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1
viewpoint
1
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Language
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English
62
Undetermined
41
Author
All
Bitner, Mary Jo
66
Ostrom, Amy L.
40
Zeithaml, Valarie A.
17
Gremler, Dwayne D.
10
Morgan, Felicia N.
10
Brown, Stephen W.
9
Mende, Martin
9
Meuter, Matthew L.
8
Brown, Stephen Walter
7
Anderson, Laurel
6
Fisk, Raymond P.
6
Jarvis, Cheryl Burke
6
Gallan, Andrew S.
5
Iacobucci, Dawn
5
Steward, Michelle D.
5
Parasuraman, A.
4
Rosenbaum, Mark S.
4
Bolton, Ruth N.
3
Bowen, David E.
3
Cadwallader, Susan
3
Corus, Canan
3
Mohr, Lois A.
3
Ward, James C.
3
Brown McCabe, Deborah
2
Chandy, Rajesh K.
2
Crosby, Lawrence A.
2
Field, Joy M.
2
Fotheringham, Darima
2
Giraldo, Mario
2
Goul, Michael
2
Gustafsson, Anders
2
Heinonen, Kristina
2
Homburg, Christian
2
Howley, Michael J.
2
Huang, Ming-Hui
2
Kumar, Ajith
2
Kuntze, Ronald
2
Lemon, Katherine N.
2
Macinnis, Debbie
2
Mackenzie, Scott B.
2
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Institution
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Services Marketing Conference <7, 1988, Arlington, Va.>
2
American Marketing Association
1
Published in...
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Journal of the Academy of Marketing Science
13
Journal of service research : JSR
8
Journal of Services Marketing
5
Journal of business research : JBR
5
Journal of Business Research
4
Journal of marketing
4
The journal of services marketing
4
Business horizons
3
Journal of marketing education : JME
3
Journal of retailing
3
Journal of service research
3
Journal of international marketing
2
Journal of marketing research : JMR
2
Journal of marketing theory and practice
2
MSI reports : working paper series
2
The service industries journal
2
Business Horizons
1
California management review
1
California management review : CMR
1
E-Service : new directions in theory and practice
1
Handbook of service science ; [Vol. 1]
1
International journal of service industry management : IJSIM
1
Journal of Consumer Research
1
Journal of Service Management
1
Journal of consumer research : JCR ; an interdisciplinary bimonthly
1
Journal of public policy & marketing
1
Journal of public policy & marketing : JPP & M ; an annual publ. of the Division of Research, Graduate School of Business Administration, University of Michigan
1
Journal of service management
1
Kellogg on branding : the marketing faculty of the Kellogg School of Management
1
Logistics information management
1
MIT sloan management review
1
Marketing management : a quarterly business management publication of the American Marketing Association
1
McGraw-Hill Higher Education
1
McGraw-Hill series in marketing
1
Operations management : a strategic approach
1
Operations management ; Vol. 3
1
Proceedings series / American Marketing Association
1
Service science, management and engineering : education for the 21st Century
1
Services science : fundamentals, challenges and future developments
1
The Executive : an Academy of Management Publication
1
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Source
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ECONIS (ZBW)
48
OLC EcoSci
37
RePEc
6
USB Cologne (EcoSocSci)
6
Other ZBW resources
6
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103
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1
Service blueprinting: a practical technique for service innovation
Bitner, Mary Jo
;
Ostrom, Amy L.
;
Morgan, Felicia N.
- In:
California management review
50
(
2007/08
)
3
,
pp. 66-94
Persistent link: https://www.econbiz.de/10003733784
Saved in:
2
Service branding
Ostrom, Amy L.
;
Iacobucci, Dawn
;
Morgan, Felicia N.
- In:
Kellogg on branding : the marketing faculty of the …
,
(pp. 186-200)
.
2005
Persistent link: https://www.econbiz.de/10003285391
Saved in:
3
Moving forward and making a difference : research priorities for the science of service
Ostrom, Amy L.
;
Bitner, Mary Jo
;
Brown, Stephen Walter
; …
- In:
Journal of service research : JSR
13
(
2010
)
1
,
pp. 4-36
Persistent link: https://www.econbiz.de/10003959014
Saved in:
4
Frontline employee motivation to participate in service innovation implementation
Cadwallader, Susan
;
Jarvis, Cheryl Burke
;
Bitner, Mary Jo
; …
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
2
,
pp. 219-239
Persistent link: https://www.econbiz.de/10003980624
Saved in:
5
Self-service technologies
Ostrom, Amy L.
;
Bitner, Mary Jo
;
Meuter, Matthew L.
- In:
E-Service : new directions in theory and practice
,
(pp. 45-64)
.
2002
Persistent link: https://www.econbiz.de/10001812849
Saved in:
6
Activating consumers for better service coproduction outcomes through eustress : the interplay of firm-assigned workload, service literacy, and organizational support
Mende, Martin
;
Scott, Maura L.
;
Bitner, Mary Jo
; …
- In:
Journal of public policy & marketing : JPP & M ; an …
36
(
2017
)
1
,
pp. 137-155
Persistent link: https://www.econbiz.de/10011690548
Saved in:
7
Choosing Among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies
Meuter, Matthew L.
;
Bitner, Mary Jo
;
Ostrom, Amy L.
; …
- In:
Journal of marketing
69
(
2005
)
2
,
pp. 61-83
Persistent link: https://www.econbiz.de/10005922642
Saved in:
8
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
Meuter, Matthew L.
;
Ostrom, Amy L.
;
Roundtree, Robert I.
; …
- In:
Journal of marketing
64
(
2000
)
3
,
pp. 50-64
Persistent link: https://www.econbiz.de/10005957433
Saved in:
9
The influence of technology anxiety on consumer use and experiences with self-service technologies
Meuter, Matthew L.
;
Ostrom, Amy L.
;
Bitner, Mary Jo
; …
- In:
Journal of business research : JBR
56
(
2003
)
11
,
pp. 899-906
Persistent link: https://www.econbiz.de/10006720217
Saved in:
10
The determinants of consumers’ online shopping cart abandonment
Cadwallader, Susan
;
Jarvis, Cheryl Burke
;
Bitner, Mary Jo
; …
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
2
,
pp. 240-251
Persistent link: https://www.econbiz.de/10008392814
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