254
Views
4
CrossRef citations to date
0
Altmetric
Original Articles

Service Networks: A Framework to Match Customer Needs, Service Offer, and Operational Activities

&
Pages 103-119 | Published online: 11 Oct 2008

REFERENCES

  • Albrecht , K. and Zemke , R. 1985 . Service America: Doing Business in the New Economy , Dow Jones Irwin
  • Albrecht , K. and Zemke , R. 2001 . Service America in the New Economy NY : McGraw-Hill .
  • Allen , S. and Chandrashekar , A. 2000 . Outsourcing Services: The contract is just the beginning . Business Horizons , : 25 – 34 . March-April
  • Bell , C. R. and Zemke , R. 1990 . Service Management: A Performing Art Paper presented at the Quality in Services Conference -2, St John's University, USA
  • Buzzell , R. D. and Gale , B. T. 1987 . The PIMS Principles New York, NY : Free Press .
  • Carlzon , J. 1987 . Moments of Truth Cambridge, , Mass : Ballinger Publishing Company, USA. .
  • Chapman , R. L. , Soosay , C. and Kandampully , J. 2003 . Innovation in logistic services and the new business model: A conceptual framework . International Journal of Physical Distribution and Logistics Management , Vol. 33 ( No. 7 )
  • Chase , R. B. 1978 . Where does the customer fit in a service operation? . Harvard Business Review , : 137 – 142 . November-December
  • Drucker , P. F. 1973 . Management New York : Harper and Row. .
  • Edvardsson , B. and Gustavsson , B. 1992 . Problem Detection in Service Management Systems: A consistency approach to quality improvement, QUIS-2 231 – 250 . New York : Business Research Institute at St John's University .
  • Espino-Rodriguez , T. F. and Padron-Robaina , V. 2004 . Outsourcing and its impact on operational objectives and performance: A study of hotels in the Canary Islands . International Journal of Hospitality Management , : 287 – 306 . 23
  • Grönroos , C. 2000 . Service Management and Marketing: A customer relationship management approach, , second edition West Sussex, , England : John Wiley & Sons .
  • Gummesson , E. 1999 . Total Relationship Marketing: Rethinking Marketing Management from 4Ps to 30 Rs Oxford : Butterworth Heinemann. .
  • Heskett , J. L. , Sasser , W. E. and Hart , C. L. 1990 . Service Breakthroughs New York : Free Press .
  • Kandampully , J. and Duddy , R. 1999 . Competitive Advantage through Anticipation, Innovation and Relationships . Management Decision. , Vol. 37 ( No. 1 ) : 51 – 56 .
  • Kandampully , J . 2000 . The Impact of Demand Fluctuation on the Quality of Service: A Tourism Industry Example . Managing Service Quality. , Vol. 10 ( No. 1 ) : 10 – 18 .
  • Kandampully , J. 2002a . Services Management: The new paradigm in hospitality Australia : Pearson Education .
  • Kandampully , J. 2002b . Innovation as the Core Competency of a Service Organisation: The Role of Technology, Knowledge and Networks . European Journal of Innovation Management , 5 ( 1 )
  • Kandampully , J. 2003 . B2B relationships and networks in the internet age . Management Decision , Vol. 41 ( No. 5 ) : 443 – 451 .
  • Lakhal , S. , Martel , A. , Oral , M. and Montreuil , B. 1999 . “Network Companies and Competitiveness: A Framework for Analysis,” . European Journal of Operational Research , Vol. 118 : 278 – 294 .
  • Manuel , C. 1996 . The Rise of the Network Society Oxford, , UK : Blackwells. .
  • Normann , R. 1984 . Service Management: Strategy and Leadership in Service Business New York : John Wiley & Sons. .
  • Normann , R. 2000 . Service Management: Strategy and Leadership, , Third Edition Chichester, West Sussex, , England : John Wiley and Sons .
  • Peppers , D. and Rogers , M. 1997 . The $15,000 Rug . Marketing Tools , May
  • Peters , T. 1994 . Crazy Times Call for Crazy Organizations: Tom Peters Seminar London, , UK : Macmillan .
  • Porter , M. E. 1985 . The Competitive Advantage of Nations. New York : Free Press .
  • Prahalad , C. K. 1993 . The Role of Core Competencies in the Corporation . Research Technology Management , 36 ( 6 ) : 40 – 47 . November-December
  • Quinn , J. B. and Hilmer , F. G. 1994 . Strategic Outsourcing . Sloan Management Review , : 43 – 55 . Summer
  • Rollins-Hinkle , B. 2001 . Outsourcing: What does it take to be a top-notch service provider? . Journal of Corporate Real Estate , Vol. 3 ( No. 4 ) : 370 – 380 .
  • Schuler , R. S. 1996 . Market-focused management: Human resource management implications . Journal of Market-Focused Management , 1 : 13 – 29 .
  • Slater , S. F. and Narver , J. C. 1994 . Market Orientation, Customer Value, and Superior Performance . Business Horizons , 37 ( March-April ) : 22 – 28 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.