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Year of publication
Subject
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Dienstleistungsmanagement 2,232 Service management 2,230 Dienstleistung 699 Dienstleistungsqualität 558 Service quality 558 Dienstleistungssektor 479 Service industry 462 Beziehungsmarketing 362 Relationship marketing 361 Services 311 Deutschland 263 Theorie 261 Theory 261 Germany 259 Management 254 services management 221 Customer satisfaction 220 Kundenzufriedenheit 220 Dienstleistungsmarketing 214 Services marketing 214 Consumer behaviour 158 Konsumentenverhalten 158 Customer service 151 Kundenservice 151 Prozessmanagement 146 Service innovation 141 Business process management 140 Krankenhaus 140 Hotel industry 139 Hotellerie 139 Dienstleistungsinnovation 135 Hospital 135 Gastgewerbe 128 Hospitality industry 123 Qualitätsmanagement 121 Customer integration 120 Kundenintegration 120 Business services 116 Innovation 116 Unternehmensdienstleistung 116
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Online availability
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Undetermined 688 Free 292 CC license 12
Type of publication
All
Article 1,443 Book / Working Paper 986 Journal 35
Subcategories
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Article in journal 995 Book section 417 Textbook 91 Case study 70 Proceedings 61 Working paper 53 Handbook 36 Glossary included 5 Guidebook 5 Government document 2 Introduction 2 Literature review 1 Reference work 1
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Language
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English 1,591 German 873 French 6 Polish 3 Undetermined 3 Italian 2 Swedish 2 Multiple languages 1 Dutch 1 Russian 1 Ukrainian 1
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Author
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Bruhn, Manfred 67 Hadwich, Karsten 31 Leimeister, Jan Marco 31 Krcmar, Helmut 22 Corsten, Hans 19 Ahlert, Dieter 15 Stauss, Bernd 15 Fließ, Sabine 13 Haller, Sabine 13 Roth, Stefan 12 Woratschek, Herbert 11 Burr, Wolfgang 10 Hänssler, Karl Heinz 10 Kowalkowski, Christian 10 Verma, Rohit 10 Weinkopf, Claudia 10 Edvardsson, Bo 9 Gardini, Marco A. 9 Gebauer, Heiko 9 Gustafsson, Anders 9 Gössinger, Ralf 9 Pepels, Werner 9 Cater-Steel, Aileen 8 Hogreve, Jens 8 Johnston, Robert 8 Spath, Dieter 8 Spohrer, James C. 8 Zhang, Zhenji 8 Fisk, Raymond P. 7 Grönroos, Christian 7 Lingnau, Volker 7 Michaelis, Manuel 7 Patrício, Lia 7 Wirtz, Jochen 7 Witell, Lars 7 Zhang, Juliang 7 Angelis, Jannis 6 Brodie, Roderick J. 6 Chase, Richard B. 6 Fitzsimmons, James A. 6
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Institution
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Universität <Kassel> / Fachgebiet Wirtschaftsinformatik 23 Springer Fachmedien Wiesbaden 17 London School of Economics and Political Science 13 Institut für Handelsmanagement und Netzwerkmarketing <Münster, Westfalen> 12 Institut Arbeit und Technik <Gelsenkirchen> 9 De Gruyter Oldenbourg 5 IGI Global 5 Institut für Volkswirtschaftslehre <Ilmenau> 5 International Conference on Logistics, Informatics and Service Science <2, 2012, Peking> 5 Universität Kaiserslautern / Lehrstuhl für Produktionswirtschaft 5 Advanced Institute of Management Research <London> 4 Institut für Zukunftsstudien und Technologiebewertung <Berlin> 4 Springer Gabler <Firma> 4 Springer-Verlag GmbH 4 Technische Universität <München> / Lehrstuhl für Dienstleistungs- und Technologiemarketing 4 Deutsches Institut für Japanstudien <Tōkyō> 3 Institut für Informatik <München, Technische Universität> / Lehrstuhl für Wirtschaftsinformatik 3 Institut für Informationswirtschaft und -management <Karlsruhe> 3 Institut für Mittelstandsforschung <Bonn> 3 Institut für Zukunftsstudien und Technologiebewertung 3 International Conference on Logistics, Informatics and Service Science <4., 2014, Berkeley, Calif.; Peking> 3 Sonderforschungsbereich Gesellschaftliche Entwicklungen nach dem Systemumbruch - Diskontinuität, Tradition und Strukturbildung <Jena 3 Universität <Bochum> / Lehrstuhl Wirtschaftslehre, insbesondere Angewandte Betriebswirtschaftslehre (Produktionswirtschaft) 3 Universität <Koblenz 3 Verlag Dr. Kovač 3 Verlag Franz Vahlen 3 Wirtschaftswissenschaftliches Zentrum <Basel> 3 Books on Demand GmbH <Norderstedt> 2 Deutschland / Bundesministerium für Bildung und Forschung 2 Duncker & Humblot 2 Edward Elgar Publishing 2 Fachhochschule <Düsseldorf> / Fachbereich Wirtschaft 2 Forschungsinstitut für Rationalisierung e.V. an der RWTH Aachen 2 Institut für Betriebsforschung <Hannover> / Abteilung Markt und Konsum 2 Institut für Technologie- und Innovationsmanagement <Hamburg> 2 International Conference on Logistics, Informatics and Service Science <5., 2015, Barcelona> 2 International Conference on Logistics, Informatics and Service Science <6., 2016, Sydney> 2 Iowa State University of Science and Technology <Ames, Iowa> / Department of Economics 2 Munich Business School 2 Technische Universität <Freiberg> 2
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Published in...
All
SpringerLink / Bücher 55 Journal of service management 48 International journal of hospitality management 43 Journal of service research : JSR 31 International journal of contemporary hospitality management 27 Forum Dienstleistungsmanagement 26 The journal of services marketing 26 International journal of services and operations management 24 Journal of retailing and consumer services 22 Manufacturing & service operations management : M & SOM 21 Fachhochschule Gelsenkirchen, Institut Arbeit und Technik - Publikationen 19 International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA 19 International journal of quality and service sciences 16 London School of Economics and Political Science - Publications 15 The service industries journal 15 Tourism management : research, policies, practice 15 Universität Kassel - Fachgebiet Wirtschaftsinformatik: Publikationen 15 Springer eBook Collection 14 Global cases on hospitality industry 13 International journal of information systems in the service sector : IJISSS ; an official publication of the Information Resources Management Association 13 International journal of services and operations management : IJSOM 13 International journal of services technology and management 13 Springer eBook Collection / Business and Economics 13 Competition in higher education branding and marketing : national and global perspectives 12 Industrial marketing management : the international journal for industrial and high-tech firms 12 Journal of business research : JBR 12 Managing service quality : MSQ ; an international journal 12 Public management review 12 Service Value als Werttreiber : Konzepte, Messung und Steuerung 12 Service science, management and engineering : education for the 21st Century 12 Services marketing quarterly 12 The journal of business & industrial marketing 12 Journal of electronic commerce in organizations : the international journal of electronic commerce in modern organizations ; an official publication of the Information Resources Management Association 11 Journal of hospitality marketing & management 11 Journal of operations management 10 The Sage handbook of hospitality management 10 Gabler Edition Wissenschaft 9 Journal of Service Management 9 Journal of service research 9 Lehrbuch 9
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Source
All
ECONIS (ZBW) 2,233 USB Cologne (business full texts) 211 Other ZBW resources 13 RePEc 4 ArchiDok 2 EconStor 1
Showing 1 - 50 of 2,320
 
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AI in service design : a new framework for hybrid human–AI service encounters
Mortati, Marzia - 2026
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015670798
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Open science : a review of Its effectiveness and implications for service research
Van Vaerenbergh, Yves; Hazée, Simon; Zwienenberg, Thijs J. - 2026
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National culture as a factor in visitors' evaluations of hotel services
Wąsowicz-Zaborek, Elżbieta - 2025
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015357800
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Sports services management using assessment tools : net promoter score and importance-performance analaysis
Gálvez-Ruiz, Pablo; Lara-Bocanegra, Alejandro; … - 2025
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015550433
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Digital service orientation : unlocking servitization in service operations and service sales
Sklyar, Alexey; Sörhammar, David; Kowalkowski, Christian; … - 2025
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015580750
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Optimizing service operations with price- and density-dependent demand : a copula-based approach
Frazelle, Andrew E.; Rasulov, Toghrul; Wang, Shouqiang - 2025
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Optimizing service encounters : a co-productive, experiential, and people-centric approach
Roels, Guillaume - 2025
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015397709
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Measuring and managing service productivity : a meta-analysis
Hofmeister, Johannes; Kanbach, Dominik K.; Hogreve, Jens - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014551504
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An approach to define service strategies : the case of an ecotourism hotel in Mexico
Landa-Zárate, Margarito; Fernández-Echeverría, Eduardo; … - 2024
Purpose: This article harmonizes the causal diagram with the objective tree to evaluate service quality and to identify action strategies that improve the quality of service in the hotel industry.Design/methodology/approach: In stage I, we obtained the quality perception records of 127...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015066169
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Determining directions of service quality management using online review mining with interpretable machine learning
Shin, Jongkyung; Joung, Junegak; Lim, Chiehyeon - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015069592
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Exploring the effects of service innovation ambidexterity on service design in the tourism and hospitality industry
Tajeddini, Kayhan; Gamage, Thilini Chathurika; Tajdini, … - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015070775
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The different shades of innovation emergence in smart service systems : the case of Italian cluster for aerospace technology
Troisi, Orlando; Visvizi, Anna; Grimaldi, Mara - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015081111
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Eliminating customer experience pain points in complex customer journeys through smart service solutions
Holz, Heiko F.; Becker, Marc; Blut, Markus; Paluch, Stefanie - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014467620
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The dark side of KIBS agency, the creative economy, and regional sustainability
Cooke, Philip - 2024
This contribution develops critique from analysing forms of misconduct by knowledge-intensive business services (KIBS) firms, especially the largest, globally located and client-interactive on all five continents. Management consultancy infractions range from supplying spurious advice, to...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014518745
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Public service management during the Covid-19 lockdown : a qualitative study
Sancino, Alessandro; Tasselli, Stefano - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015154549
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Risk due to insufficient retail service management considering satisfaction level for distributor and consumer
Sarkar, Mitali; Ganguly, Baishakhi; Dem, Himani; … - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015117764
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Service productivity : a systematic review of a dispersed research area
Hofmeister, Johannes; Kanbach, Dominik K.; Hogreve, Jens - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015125055
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Text mining analysis of retail and consumer service leaders' sustainability narratives : are they actually true?
Raghavendra, Ananya Hadadi; Bala, Pradip Kumar; … - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015114702
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Implementing multi-attribute utility theory in service recovery : an operational management perspective on online retailing
Song, Yan; Xiu, Yifan; Wang, Jingyuan - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015116891
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The influence of efficiency pursuing on business streamlining 2.0
Molin, Jonas; Ahmadi, Zahra - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015205317
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Providing organizations with a validated instrument for an Enterprise Service Management capability
Goscinska, Daria; Winkler, Till J. - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015191581
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Management of consumers embraces drone delivery
Lopes, João M.; Silva, Luis Filipe; Massano-Cardoso, Ilda - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015196717
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Artificial intelligence in service industries : customers' assessment of service production and resilient service operations
Mariani, Marcello M.; Borghi, Matteo - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015053696
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A systematic literature review on information service management and information-seeking behavior in tourism
Varotsis, Nikolaos; Mylonas, Naoum - 2024
The tourism industry is placing growing emphasis on the significance of managing and seeking tourist services through information systems. Although scholarly research in these fields has increased, the literature has not been thoroughly examined. This study utilizes the PRISMA methodology to...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015443909
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Adversarial service networks : a study of service firms' response to manufacturer-led servitization in aviation
Wirths, Oliver; Tóth, Zsófia; Diaz Ruiz, Carlos - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014555742
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Reuse of service concept elements for modular service design
Hunke, Fabian; Satzger, Gerhard; Tuunanen, Tuure - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015401007
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Service operations management : improving service delivery
Johnston, Robert; Shulver, Michael; Slack, Nigel; … - 2026 - Sixth edition
"This text is about how to manage and improve the operations in service organisations. The service sector is the largest part of most economies and is growing. Furthermore, service is an idea that is not confined to the service sector; it has important implications for all types of...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015463768
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Service operations management : improving service delivery
Johnston, Robert - 2005 - 2. ed
Edition: 2. ed
Book / Working Paper
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Redefining service recovery : critical insights into proactive strategies and a future research agenda
Nazifi, Amin; Murdy, Samantha; Olya, Hesam - 2026
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015608930
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The influencing factors and mechanism of collaborative service of innovation service platforms for emerging industries
Li, Yue; Ma, Xiangying; Li, Xiaoli; Zhou, Yan - 2026
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015610893
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Cases on information systems service management
2026
"Information systems service management (ISSM) plays a crucial role in ensuring the efficient and reliable delivery of IT services that support organizational strategies. By adopting structured frameworks organizations can enhance service quality, reduce downtime, and align IT operations with...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015582272
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Artificial intelligence of things (AIoT) for retail and services management
2026
"This book aims to expand the knowledge and empirical research about the fusion of Artificial Intelligence and Internet of Things (AIoT), in the context of retail and services management, both public and private"-- Provided by publisher
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015582674
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Robotics in hotel services : housekeeping, reception, and concierge services
2026
Robotics in hotel services: housekeeping, reception, and concierge services explores the intersection of AI and the hotel industry. It offers a comprehensive overview of how AI technologies reshape the way hotels operate, engage with guests, and pursue sustainable practices, providing...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015624423
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Climate services in the tourism sector : from data to service design and delivery decisions
Wang, Shuyun; Park, Hyunyim - 2026
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015639755
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Book excerpt : the birth of agentic AI : a convergence of powers
Wirtz, Jochen; Bornet, Pascal - 2026
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015670530
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Transport services management in Africa
2026
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015582799
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Immersive experience : aligning service design and psychological engagement
Schmitt, Bernd; Hao, Shuyi - 2026
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015670875
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Issues of e-government services quality in the digital-by-default era : the case of the national e-procurement platform in Czechia
Špaček, David; Špačková, Zuzana - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014235077
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Glocalization in service cultures : tensions in customers' service expectations and experiences
Helkkula, Anu; Arnould, Eric J.; Chen, An - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014246208
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Circular service management : toward conceptual understanding and service research priorities for a more sustainable future
Karpen, Ingo Oswald; Edvardsson, Bo; Tronvoll, Bård; … - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014456548
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Effect of manufacturing service transformation management on technological innovation
Jiang, Suyue; Xuhua, Hu; Li, Shuaimei - 2023
The immediate need for servitization and digital technologies like the Internet of Things (IoT), cloud computing and predictive analysis must be addressed in manufacturing industries. This research aims to analyze the impact of manufacturing services transformation management from traditional...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014506563
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Stress tests for public service resilience : introducing the possible-worlds thinking
Rajala, Tomi; Jalonen, Harri - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014321128
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Designing professional services : pricing and prioritization
Wu, Chenguang; Chen, Jin; Veeraraghavan, Senthil - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014328714
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Towards a lightweight framework for service management evaluation in SMEs
Feversani, Daniela Patricia; Castro Martínez, María … - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014252204
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Innovative methodology for the development of operational management standards in the hotel business
Kharenko, Dmytro; Titomir, Ludmila; Markovska, Anastasiia - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014388613
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Lean service : a contingency perspective
Fenner, Sophie; Netland, Torbjørn H. - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014425904
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Value co-destruction in tourism and hospitality : a systematic literature review and future research agenda
Sthapit, Erose; Garrod, Brian; Stone, Matthew J.; … - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014369807
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The service concept : a missing link in lean for services
Assen, M. F. van; Lameijer, B. A. - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014443874
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Sustainability in service research
Büttgen, Marion; Hogreve, Jens; Zechiel, Felix; … - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015168629
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Standardization as a catalyst for extending resources and capabilities in service systems engineering : findings from the omlox case
Marx, Emanuel; Daudrich, Roman; Pauli, Tobias; Matzner, … - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015168635
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Technology-intense service offerings in the light of economic complexity : establishing a holistic service ecosystem
Belousova, Veronika; Chichkanov, Nikolay; Gashnikov, … - 2023
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015413147
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