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Schneider, Benjamin; Bowen, David E. - 1995

Persistent link: https://www.econbiz.de/10004310103

Modeling the Human Side of Service Delivery

Schneider, Benjamin; Bowen, David E. - In: Service Science 1 (2009) 3, pp. 154-168

We present an open systems model that describes the processes and systems whose cumulative effects shape the human side of service delivery. The human side of service delivery, we believe, has received less attention in the service science literature than the more technical side. The open...

Persistent link: https://www.econbiz.de/10010990699

The Service Organization: Human Resources Management Is Crucial

Schneider, Benjamin; Bowen, David E. - In: Organizational dynamics : a quarterly review of … 21 (1993) 4, pp. 39-52

Persistent link: https://www.econbiz.de/10006148237

Winning the Service Game

Schneider, Benjamin; Bowen, David E.; Lake, Dale G. - In: Human resource management 34 (1995) 3, pp. 463-466

Persistent link: https://www.econbiz.de/10007334168

Learning from the pioneering founders of the service research field

Bowen, David E.; Fisk, Raymond P.; Bateson, John E. G.; … - In: Journal of service management 34 (2023) 4, pp. 605-630

Persistent link: https://www.econbiz.de/10014338196

Winning the service game : revisiting the rules by which people co-create value

Schneider, Benjamin; Bowen, David E. - 2010

Persistent link: https://www.econbiz.de/10003968682

A service climate synthesis and future research agenda

Bowen, David E.; Schneider, Benjamin - In: Journal of service research : JSR 17 (2014) 1, pp. 5-22

Persistent link: https://www.econbiz.de/10010356892

Perspectives on the organizational context of frontlines : a commentary

Schneider, Benjamin; Bowen, David E. - In: Journal of service research 22 (2019) 1, pp. 3-7

Persistent link: https://www.econbiz.de/10012005736

The climate for service : evolution of a construct

Schneider, Benjamin; Bowen, David E.; Ehrhart, Mark G. - In: Handbook of organizational culture and climate, (pp. 21-36). 2000

Persistent link: https://www.econbiz.de/10003159793

The changing role of employees in service theory and practice : an interdisciplinary view

Bowen, David E. - In: Human resource management review 26 (2016) 1, pp. 4-13

Persistent link: https://www.econbiz.de/10011429245