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Chase, Richard B.
15
Heskett, James L.
6
Dasu, Sriram
4
Bowen, David E.
3
Schlesinger, Leonard A.
3
Cook, Lori S.
2
Loveman, Gary W.
2
Roth, Aleda V.
2
Sasser Jr, W.Earl
2
Stewart, Doug M.
2
Stewart, Douglas M.
2
Tansik, David A.
2
Voss, Chris
2
Apte, Uday M.
1
Hart, Christopher W.L.
1
Jones, Thomas D.
1
Jones, Thomas O.
1
Kellogg, Deborah L.
1
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1
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1
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Production and operations management : an international journal of the Production and Operations Management Society
4
Journal of operations management : publ. quarterly by the American Production & Inventory Control Society, Inc
3
Harvard business review : HBR
2
Harvard-Business-Manager : das Wissen der Besten
2
Human resource management
2
Managing service quality : MSQ ; an international journal
2
Decision line
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
International journal of physical distribution & logistics management : IJPD & LM
1
Management science : journal of the Institute for Operations Research and the Management Sciences
1
Operations research, Management science : OR MS ; the international literature digest
1
Sloan management review
1
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OLC EcoSci
ECONIS (ZBW)
69
USB Cologne (EcoSocSci)
30
RePEc
5
Other ZBW resources
5
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1
Service Breakthroughs: Changing the Rules of the Game
Heskett, James L.
;
Sasser Jr, W.Earl
;
Hart, Christopher W.L.
- In:
Human resource management
33
(
1994
)
1
,
pp. 169-172
Persistent link: https://www.econbiz.de/10006686322
Saved in:
2
Controlling Customer logistics Service
Heskett, James L.
- In:
International journal of physical distribution & …
24
(
1994
)
4
,
pp. 4-10
Persistent link: https://www.econbiz.de/10006002251
Saved in:
3
Best of HBR - Putting the Service-Profit Chain to Work - Outstanding service organizations focus on customers and frontline workers. The service-profit chain puts hard values on soft measures, helping managers quantify their investments in people and then integrate those measures into a comprehensive service picture.
Heskett, James L.
;
Jones, Thomas O.
;
Loveman, Gary W.
; …
- In:
Harvard business review : HBR
(
2008
),
pp. 118-129
Persistent link: https://www.econbiz.de/10008075633
Saved in:
4
Beyond customer loyalty
Heskett, James L.
- In:
Managing service quality : MSQ ; an international journal
12
(
2002
)
6
,
pp. 355-357
Persistent link: https://www.econbiz.de/10007163109
Saved in:
5
Leading the High-Capability Organization: Challenges for the Twenty-First Century
Heskett, James L.
;
Schlesinger, Leonard A.
- In:
Human resource management
36
(
1997
)
1
,
pp. 105-114
Persistent link: https://www.econbiz.de/10007308571
Saved in:
6
Dienstleister müssen die ganze Service-Gewinn-Kette nutzen
Heskett, James L.
;
Jones, Thomas D.
;
Loveman, Gary W.
; …
- In:
Harvard-Business-Manager : das Wissen der Besten
16
(
1994
)
4
,
pp. 50-61
Persistent link: https://www.econbiz.de/10007088952
Saved in:
7
B ORGANIZATIONAL BEHAVIOR - Human issues in service design Bz:130
Cook, Lori S.
;
Bowen, David E.
;
Chase, Richard B.
; …
- In:
Operations research, Management science : OR MS ; the …
43
(
2003
)
1
,
pp. 39-40
Persistent link: https://www.econbiz.de/10006507086
Saved in:
8
Operations management: Internationalization and interdisciplinary integration
Chase, Richard B.
;
Zhang, Alex
- In:
International journal of operations & production …
18
(
1998
)
7-8
,
pp. 663-667
Persistent link: https://www.econbiz.de/10006846745
Saved in:
9
MAKE YOUR SERVICE FAIL-SAFE
Chase, Richard B.
;
Stewart, Douglas M.
- In:
Sloan management review
35
(
1994
)
3
,
pp. 35-44
Persistent link: https://www.econbiz.de/10006338042
Saved in:
10
Want to Perfect Your Company's Service? Use Behavioral Science - In any service encounter--from a simple pizza pickup to a complex, long-term consulting engagement-perception is reality. Provocative new research sheds light on the underlying psychology of service encounters: when time seems to fly and when it drags,for example, and what sorts of things stick in customers'memories. Five operating ...
Chase, Richard B.
;
Dasu, Sriram
- In:
Harvard business review : HBR
79
(
2001
)
6
,
pp. 78-85
Persistent link: https://www.econbiz.de/10005949320
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