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The contingent nature of service recovery system structures

Smith, Jeffery S.; Nagy, Paul F.; Karwan, Kirk R.; … - In: International journal of operations & production … 32 (2012) 7, pp. 877-904

Persistent link: https://www.econbiz.de/10010023250

The contingent nature of service recovery system structures

Smith, Jeffery S.; Nagy, Paul F.; Karwan, Kirk R.; … - In: International Journal of Operations & Production Management 32 (2012) 7, pp. 877-903

Purpose – The purpose of this paper is to examine to what extent the factors of the operating environment influence the structural dimensions and subsequent performance of a firm's recovery system. Design/methodology/approach – Using contingency theory and a sample of 158 service firms, this...

Persistent link: https://www.econbiz.de/10014790195

Empirical profiles of service recovery systems : the maturity perspective

Smith, Jeffery S.; Karwan, Kirk R. - In: Journal of service research : JSR 13 (2010) 1, pp. 111-125

Persistent link: https://www.econbiz.de/10003959023

An empirical investigation of the effectiveness of an integrated service recovery system

Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E. - In: Operations management research : OMR ; advancing … 5 (2012) 1/2, pp. 25-36

Persistent link: https://www.econbiz.de/10009571281

An empirical examination of the structural dimensions of the service recovery system

Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E. - In: Decision sciences : DS 40 (2009) 1, pp. 165-186

Persistent link: https://www.econbiz.de/10003848264

A Note on the Growth of Research in Service Operations Management

Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E. - In: Production and operations management : an international … 16 (2007) 6, pp. 780-790

Persistent link: https://www.econbiz.de/10007911303

An empirical investigation of the effectiveness of an integrated service recovery system

Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E. - In: Operations management research : OMR ; advancing … 5 (2012) 1/2, pp. 25-36

Persistent link: https://www.econbiz.de/10010005525

An integrated perspective of service recovery : a sociotechnical systems approach

Smith, Jeffery S.; Fox, Gavin L.; Ramirez, Edward - In: Journal of service research : JSR 13 (2010) 4, pp. 439-452

Persistent link: https://www.econbiz.de/10008736071

Understanding the consequences of information systems service quality on IS service reuse

Kettinger, William J.; Park, Sung-hee Sunny; Smith, … - In: Information & management : the internat. journal of … 46 (2009) 6, pp. 335-341

Persistent link: https://www.econbiz.de/10003876657

The impact of RFID on service organizations : a service profit chain perspective

Smith, Jeffery S.; Lee, Lorraine; Gleim, Mark - In: Managing service quality : MSQ ; an international journal 19 (2009) 2, pp. 179-194

Persistent link: https://www.econbiz.de/10009525103