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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers

Larivière, Bart; Bowen, David E.; Andreassen, Tor W.; … - In: Journal of business research : JBR 79 (2017), pp. 238-246

Persistent link: https://www.econbiz.de/10011745302

The impacts of e-service quality on customer behaviour in multi-channel e-services

Sousa, Rui; Voss, Christopher A. - In: Total quality management & business excellence : an … 23 (2012) 7, pp. 789-806

Persistent link: https://www.econbiz.de/10009625469

The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation

Sousa, Rui; Voss, Christopher A. - In: International journal of operations & production … 29 (2009) 8, pp. 834-864

Persistent link: https://www.econbiz.de/10009523754

Contingency research in operations management practices

Sousa, Rui; Voss, Christopher A. - In: Journal of operations management 26 (2008) 6, pp. 697-713

Persistent link: https://www.econbiz.de/10003771799

"Futurizing" smart service : implications for service researchers and managers

Wuenderlich, Nancy V.; Heinonen, Kristina; Ostrom, Amy L.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 442-447

Persistent link: https://www.econbiz.de/10011418323

Strategically flexible production: the multi-focused manufacturing paradigm : a review and outlook

Voss, Christopher A. - In: A journey through manufacturing and supply chain …, (pp. 41-69). 2016

Persistent link: https://www.econbiz.de/10011554112

Success and failure in advanced manufacturing technology

Voss, Christopher A. - In: International journal of technology management : IJTM 3 (1988) 3, pp. 285-297

Persistent link: https://www.econbiz.de/10001052511

Regional trading blocs and manufacturing strategies in the European Union, Mercosur, and NAFTA

Voss, Christopher A. - In: International manufacturing strategies : context, …, (pp. 295-311). 2011

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Case research in operations management

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Necessary Condition Hypotheses in Operations Management

Dul, Jan - 2010

Purpose – To show that necessary condition hypotheses are important in operationsmanagement, and to present a consistent methodology for building and testing them.Necessary condition hypotheses (“X is necessary for Y”) express conditions that must bepresent in order to have a desired...

Persistent link: https://www.econbiz.de/10013142680