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D.E. Bowen
Managing customers as human resources in service organisations
C.G. Armistead
Service operations strategy: framework for matching the service operations task and the service delivery system
R.B. Chase
The customer contact approach to services: theoretical bases and practical extensions
S.E. Kimes
Yield management: a tool for capacity‐constrained service firms
C.G. Armistead, G. Clark
The ‘coping’ capacity management strategy in services and the influence on quality performance
D. Maister, C.H. Lovelock
Managing facilitator services
J.M. Rathmell
What is meant by services?
D.E. Bowen, C. Siehl, B. Schneider
A framework for analysing customer service organisations in manufacturing
A. Parasuraman, V.A. Zeithaml, L.L. Berry
SERVQUAL: a multiple‐item scale for measuring consumer perceptions of service quality
B. Schneider, D.E. Bowen
Winning the Service Game
F.J. Gouillart, F.D. Sturdivant
Spend a day in the life of your customers
C.W.L. Hart
The power of internal guarantees
M.J. Bitner, A.R. Hubbert
Encounter satisfaction versus overall satisfaction versus service quality: the consumer's voice
R. Normann
Service Management
L.L. Berry
The employee as customer
B.R. Lewis, T.W. Entwistle
Managing the service encounter: a focus on the employee
M.J. Bitner
Servicescapes: the impact of physical surroundings on customers and employees
E.M. Johnson
Are goods and services different? An exercise in marketing theory
L.K. Duclos, S.M. Siha, R.R. Lummus
JIT in services: a review of current practices and future directions for research
R.S. Sullivan
The service sector: challenges and imperatives for research in operations management
G.L. Shostack
Banks sell service not things
C. Grönroos
From scientific management to service management: a management perspective for the age of service competition
E. Babakus, G.W. Boller
An empirical assessment of the SERVQUAL scale
S. Vandermerwe, D.J. Gilbert
Internal services: gaps in needs/performance and prescriptions for effectiveness
P.J. Danaher, J. Mattsson
Cumulative encounter satisfaction in the hotel conference process
V.A. Mabbert
Service operations management: research and application
M.J. Bitner, B.H. Booms, M.S. Tetreault
The service encounter: diagnosing favorable and unfavorable incidents
R. Johnston
The determinants of service quality: satisfiers and dissatisfiers
J.R. Evans, D.R. Anderson, D.J. Sweeney, T.A. Williams
Applied Production and Operations Management
C. Harland
Supply chain management: relationships chains and networks
D.A. Collier
The Service/Quality Solution: Using Service Management to Gain Competitive Advantage
J.J. Cronin, S.A. Taylor
Measuring service quality: a reexamination and extension
P. Eiglier, E. Langeard
Servuction
R. Silvestro, L. Fitzgerald, R. Johnston, C. Voss
Towards a classification of service processes
J. Mattsson
Quality blueprints of internal producer services
S.W. Kelley, M.A. Davis
Antecedents to customer expectations for service recovery
J.A. Fitzsimmons, G.B. Maurer
A walk‐through audit to improve restaurant performance
R.S. Kaplan, D.P. Norton
The Balanced Scorecard
B. Edvardsson
Service break‐downs – a study of critical incidents in an airline
R.B. Chase
The mall is my factory: reflections of a service junkie
R.B. Chase, D.M. Stewart
Make your service fail‐safe
K.G. Lockyer
Service – a polemic and a proposal
R. Johnston, B. Morris
Monitoring and control in service operations
J.J. Cronin, S.A. Taylor
SERVPERF versus SERVQUAL: reconciling performance‐based and perceptions‐minus‐expectations measurement of service quality
T. Hill
Manufacturing Strategy – The Strategic Management of the Manufacturing Function
C. Grönroos
Service Management and Marketing
E.W. Anderson, C. Fornell
A customer satisfaction research prospectus
R.B. Chase
Where does the customer fit in a service operation?
D.W. Finn, C.W. Lamb
An evaluation of the SERVQUAL scales in a retailing setting
W.E. Sasser
Match supply and demand in service industries
F.F. Reichheld
Learning from customer defections
P. Eiglier, E. Langeard, C.H. Lovelock, J.E.G. Bateson, R.F. Young
Marketing Consumer Services: New Insights
G.M. Thompson
Optimal scheduling of shifts and breaks using employees having limited time availability
B.P. Shapiro, V.K. Rangan, J.J. Sviokla
Staple yourself to an order
N. Slack, S. Chambers, C. Harland, A. Harrison, R. Johnston
Operations Management
D.E. Bowen, W. Youngdahl
‘Lean’ service: in defense of a production line approach
T.J. Brignall, L. Fitzgerald, R. Silvestro, R. Johnston
Product costing in service organisations
F.F. Reichheld, W.E. Sasser
Zero defections: quality comes to services
R.H. Hayes, S.C. Wheelwright
Restoring our Competitive Edge
T. Andersson
Effects and causes of service quality – a case study from the hospitality industry
L.L. Berry
On Great Service: A Framework for Action
J.C. Goodale, E. Tunc
Tour scheduling with dynamic service rates
P.K. Mills, J.H. Morris
Clients as ‘partial’ employees of service organisations: role development in client participation
L. Fitzgerald, R. Johnston, T.J. Brignall, R. Silvestro, C. Voss
Performance Measurement in Service Businesses
V.A. Zeithaml, A. Parasuraman, L.L. Berry
Delivering Quality Service
K.L. Wakefield, J.G. Blodgett
The importance of servicescapes in leisure service settings
J.M. Rathmell
Marketing in the Service Sector
A. Parasuraman, V.A. Zeithaml, L.L. Berry
A conceptual model of service quality and implications for future research
F.W. Taylor
Scientific Management
R.T. Rust, R.L. Oliver
Service Quality: New Directions in Theory and Practice
W. Skinner
Manufacturing: The Formidable Competitive Weapon
K.L. Katz, B.M. Larson, R. Larson
Prescription for the waiting‐in‐line blues: entertain, enlighten, and engage
R.M. Haynes, P.K. DuVall
Service quality management: a process control approach
J.A. Czepiel, M.R. Solomon, C.F. Surprenant
The Service Encounter
C.H. Lovelock, R.F. Young
Look to customers to increase productivity
R. Johnston
Service failure and recovery: impact, attributes and process
G.M. Hostage
Quality control in a service business
C.G. Armistead, G. Clark
Service quality and service recovery: the role of capacity management
M. Shulver, N. Slack
The influence of competencies on service design
K. Storbacka
The Nature of Customer Relationship Profitability
R.B. Chase, N.J. Aquilano
Production and Operations Management: A Life Cycle Approach
W.H. Davidow, B. Uttal
Service companies: focus or falter
W.J. Stevenson
Production/Operations Management
J.B. Quinn, T.L. Dorley, P.C. Paquette
Beyond products: services‐based strategy
R. Johnston
Service research: a window of opportunity for operations management?
K.J. Blois
Productivity and effectiveness in service firms
R. Wild
Production and Operations Management
D. Maister
The defining qualities of four different managerial environments
K.G. Lockyer
Factory Management
J. Kingman‐Brundage
The ABCs of service system blueprinting
S.W. Brown, R.P. Fisk, M.J. Bitner
The development and emergence of services marketing thought
W.H. Davidow, B. Uttal
Total Customer Service
M.A. Lewis, S. Chambers
Implementing new technology in a service business
C.H. Lovelock
Strategies for managing capacity‐constrained services
C.A. Voss, C.G. Armistead, R. Johnston, B. Morris
Operations Management in Service Industries and the Public Sector
B.H. Booms, M.J. Bitner
Marketing strategies and organisation structures for service firms
S.W. Kelley, K.D. Hoffman, M.A. Davis
A typology of retail failures and recoveries
W.E. Sasser, R.P. Olsen, D.D. Wyckoff
Management of Service Operations
C.R. Bell, R.E. Zemke
Service breakdown: the road to recovery
J.E.G. Bateson
Do we need services marketing?
T. Hill
Manufacturing Strategy – Text and Cases
C.W.L. Hart
The power of unconditional service guarantees
M.J. Bitner, J.D. Nyquist, B.H. Booms
The critical incident as a technique for analysing the service encounter
R.J. Matteis
The new back office focuses on customer service
D.D. Wyckoff
New tools for achieving service quality
K. Storbacka, T. Strandvik, C. Grönroos
Managing customer relationships for profit: the dynamics of relationship quality
C.A. Voss, R. Johnston
Service in Britain: A Study of Service Management and Performance in UK Organisations
D.E. Bowen, B. Schneider
Boundary spanning role employees and the service encounter: some guidelines for management research
J.L. Heskett, W.E. Sasser, L.A. Schlesinger
The Service Profit Chain
J.A. Fitzsimmons, R.S. Sullivan
Service Operations Management
R.W. Schmenner
How can service businesses survive and prosper?
R.L. Lynch, K.F. Cross
Measure Up! Yardsticks for Continuous Improvement
G. Clark, K. James
The ‘coping’ zone: stress and quality
A.V. Roth, R.B. Chase, C. Voss
Service in the US
R. Johnston
Operations: from factory to service management
T. Levitt
Production‐line approach to service
D.A. Collier
Service Management – The Automation of Services
D.D. Gremler, M.J. Bitner, K.R. Evans
The internal service encounter
D. Brunsdon, P. Walley
Banking technology: past lessons and future perspectives
E.S. Buffa
Operations Management: The Management of Productive Systems
C. Grönroos
A service quality model and its marketing implications
R.S. Behara, R.B. Chase
Service quality deployment: quality service by design
R. Johnston
The customer as employee
C.W.L. Hart
Designing and implementing service guarantees in professional service firms
B. Stauss
Service problem deployment: transformation of problem information into problem prevention activities
D.A. Collier
A service quality process map for credit card processing
S. Kimes, R. Johnston
The application of focused manufacturing in the hospitality sector
T.D. Fry, D.C. Steele, B.A. Saldin
A service‐oriented manufacturing strategy
R.C. Judd
The case for redefining services
R. Johnston
The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service
B. Schneider
HRM – a service perspective: towards a customer‐focused HRM
G.L. Shostack
Designing services that deliver
K.J. Blois
The marketing of service: an approach
C.H. Lovelock
Classifying services to gain strategic marketing insights
E.M. Johnson
An Introduction to Service Marketing Management
W. Skinner
Manufacturing – missing link in corporate strategy
G. Desler, D.L. Farrow
Implementing a successful quality improvement programme in a service company: winning the Deming prize
B. Morris, R. Johnston
Dealing with inherent variability – the difference between service and manufacturing explained
C.G. Armistead, R. Johnston, N. Slack
The strategic determinants of service productivity
J.E.G. Bateson
Perceived control and the service encounter
R. Van Dierdonck, G. Brandt
Focused factory in service industries
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/01443579910247383. When citing the article, please cite: Robert Johnston, (1999), ―Service operations management: return to roots‖, International Journal of Operations & Production Management, Vol. 19 Iss: 2, pp. 104 - 124.
International Journal of Operations & Production Management – Emerald Publishing
Published: Dec 1, 2005
Keywords: Management theory; Service operations; Operations management
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