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A framework for strategic service management

  • Published:1995-12 Issue:4 Volume:13 Page:323-337
  • ISSN:0272-6963
  • Container-title:Journal of Operations Management
  • language:en
  • Short-container-title:Journal of Operations Management

Author:

Kellogg Deborah L.,Nie Winter

Publisher

Wiley

Subject

Industrial and Manufacturing Engineering,Management Science and Operations Research,Strategy and Management

Reference32 articles.

1. Operations strategy: A literature review;Anderson;Journal of Operations Management,1989

2. Where does the customer fit in a service operation;Chase;Harvard Business Review,1978

3. The customer contact approach to services: Theoretical bases and practical extensions;Chase;Operations Research,1981

4. The customer contact model organization design;Chase;Management Science,1983

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