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Prior to the establishment of the first formal courses in service management in the early 1970s, little research had been carried out to examine the properties of service activities that distinguished them from more-extensively examined activities of manufacturing organizations. While the traditional techniques of manufacturing management were invaluable to service managers, it was quickly discovered that service managers had to contend with a set of problems that the traditional tools could not solve.
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Bowen, David E., and Edward E. Lawler III, “The empowerment of service workers: what, why, how and when,” Sloan Management Review, Vol. 33, No. 3 (1992), pp. 31-39.
Christensen, Clayton M., and Michael E. Raynor, The Innovator’s Solution: Creating and Sustaining Successful Growth (Boston: HBS Press, 2003), at p. 74.
Cook, Scott, “The Contribution Revolution: Letting Volunteers Build Your Business,” Harvard Business Review, October, 2008, pp. 60-69.
Czepiel, John A., Michael R. Soloman, and Carol F. Surprenant, eds., The Service Encounter (Lexington, MA: D. C. Heath & Company, 1985).
Graf, Albert, “Changing roles of customers: consequences for HRM,” International Journal of Service Industry Management, Vol. 18, No. 5., 2007. CrossRef
Hallowell, Roger, “The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study,” International Journal of Service Industry Management, Vol. 7, No. 4, (1996), pp. 27-42. CrossRef
Heskett, James L., Managing in the Service Economy (Boston: HBS Press, 1986).
Heskett, James L., W. Earl Sasser, Jr., and Christopher W. L. Hart, Service Breakthroughs: Changing the Rules of the Game (New York: The Free Press, 1990), pp. 12-13.
Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger, “Putting the Service Profit Chain to Work,” Harvard Business Review, March-April, 1994, pp. 164-174.
Heskett, James L., W. Earl Sasser, Jr., and Joe Wheeler, The Ownership Quotient (Boston: Harvard Business Press, 2008)
Johnson, Eugene M., and Daniel T. Seymour, “The Impact of Cross Selling on the Service Encounter in Retail Banking,” in John A. Czepiel, Michael R. Soloman, and Carol F. Surprenant, eds., The Service Encounter (Lexington, MA: D. C. Heath & Company, 1985), pp. 225-239.
Keiningham, Timothy L., Lerzan Aksoy, Robert M. Daly, Kathy Perrier, and Antoine Solom, “Reexamining the link between employee satisfaction and store performance in a retail environment,” International Journal of Service Industry Management, Vol. 17., No. 1, 2006, pp. 51-57. CrossRef
Keiningham, Timothy L., Bruce Cooil, Tor Wallin Andreassen, and Lerzan Aksoy, “A Longitudinal Examination of Net Promoter and Firm Revenue Growth,” Journal of Marketing, Vol. 71, July, 2007, pp. 39-51. CrossRef
Lau, R. S. M., “Quality of work life and performance: an ad hoc investigation of two key elements in the service profit chain model,” International Journal of Service Industry Management, Vol. 11, No. 5, 2000, pp. 422-437. CrossRef
Levitt, Theodore, “Marketing Myopia,” Harvard Business Review, July-August, 1960, at p. 45.
Loveman, Gary W., “Employee satisfaction, customer loyalty, and financial performance: an empirical examination of the service profit chain in retail banking.” Journal of Service Research, Vol. 1, No. 1, August, 1998, pp. 18-31. CrossRef
Maister, David, Practice What You Preach: What Managers Must Do To Create A High Achievement Culture (New York: The Free Press, 2001), pp. 77-84.
Normann, Richard, Service Management: Strategy and Leadership in Service Businesses(Chichester, England: John Wiley & Sons, 1984).
Parkington, J. J., and B. Schneider, “Some Correlates of Experienced Job Stress: A Boundary Role Study,” Academy of Management Journal, vol. 22, 1979, pp. 270-281. CrossRef
Reichheld, Fred, The Ultimate Question: Driving Good Profits and True Growth, (Boston: HBS Press, 2006)
Rucci, Anthony, presentation at 25 th Anniversary Conference, New York Human Resources Institute, February, 1997.
Sasser, W. Earl Jr., R. Paul Olsen, and D. Daryl Wyckoff, Management of Service Operations (Boston: Allyn and Bacon, 1978), pp. 8-21.
Schlesinger, Leonard A., and Jeffrey Zornitsky, “Job Satisfaction, Service Capability, and Customer Satisfaction: An Examination of Linkages and Management Implications,” Human Resource Planning, Vol. 145, No. 2 (1991), pp. 141-149.
Schlesinger, Leonard A., and James L. Heskett, “Breaking the cycle of failure in services,” Sloan Management Review, Vol. 32, No. 3 (1991), pp. 17-28.
Schneider, Benjamin, and David E. Bowen, “New Services Design, Development and Implementation and the Employee,” in William W. George and Claudia E. Marshall, eds., Developing New Services (Chicago: American Marketing Association, 1985), pp. 82-101.
Schneider, Benjamin, and David E. Bowen, “Human Resources management Is Critical,” Organizational Dynamics, 1993, pp. 39-52.
Schneider, Benjamin, and David E. Bowen, Winning the Service Game (Boston: HBS Press, 1995).
Shostack, G. Lynn, “Planning the Service Encounter,” in John A. Czepiel, Michael R. Soloman, and Carol F. Surprenant, eds., The Service Encounter (Lexington, MA: D. C. Heath & Company, 1985), pp. 243-253.
Silvestro, Rhian, and Stuart Cross, “Applying the service profit chain in a retail environment: Challenging the ‘Satisfaction mirror’”, International Journal of Service Industry Management, Vol. 11, No. 3, 2000, pp. 244-268. CrossRef
Spohrer, Jim, Paul P. Maglio, John Bailey, and Dan Gruhl, Steps toward a science of service systems. Computer, 40, (2007), 71-77. CrossRef
Spohrer, Jim and Paul P. Maglio, Service science: Toward a smarter planet. To appear in W. Karwowski & G. Salvendy, eds., Introduction to service engineering, (in press).
- The Service Profit Chain
James L. Heskett
W. Earl Sasser Jr
- Springer US
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