Services Management Publications

Publications in Services Management

Explore the most influential research papers and scholarly works that have shaped Services Management. Use the concept filter below to focus on a specific sub-area of research.

Services Management

Publications

305.8K

Citations

Showing yearly statistics from 2000-2026.

Page 1

	Year	Citations
A PUBLIC MANAGEMENT FOR ALL SEASONS? Christopher Hood Public Administration OrganizationsServices ManagementIntellectual ProvenancePublic Personnel AdministrationEnvironmental Planning	1991	9.3K
Putting the Service-Profit Chain to Work James L. Heskett, Thomas O. Jones, Gary W. Loveman, Harvard business review Customer SatisfactionService-profit ChainService ResearchService OrganizationsServices Management	1994	3.6K
Managing the transition from products to services Rogelio Oliva, Robert Kallenberg International Journal of Service Industry Management Service InnovationBusiness IntelligenceServices ManagementBrand StrategyService Offering	2003	2.3K
Management. Tasks, Responsibilities, Practices. The Economic Journal Services ManagementProject ManagementBusiness ManagementHuman Resource ManagementOrganizational Behavior	1975	1.9K
Beyond Engagement and Participation: User and Community Coproduction of Public Services Tony Bovaird Public Administration Review OrganizationsPublic ServicesPublic EngagementServices ManagementEducation	2007	1.9K
The Management of Customer-Contact Service Employees: An Empirical Investigation Michael D. Hartline, O. C. Ferrell Journal of Marketing Customer SatisfactionServices ManagementQuality Management SystemsHuman Resource ManagementService Employee Management	1996	1.7K
Moving Forward and Making a Difference: Research Priorities for the Science of Service Amy L. Ostrom, Mary Jo Bitner, Stephen Brown, Journal of Service Research OrganizationsService InnovationServices ManagementResearch PrioritiesManagement	2010	1.5K
Critical Service Encounters: The Employee's Viewpoint Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr Journal of Marketing Customer ExperienceCustomer SatisfactionServices ManagementConsumer ResearchHuman Resource Management	1994	1.5K
The profitable art of service recovery. Christopher W. L. Hart, James L. Heskett, W. Earl Sasser PubMed Customer SatisfactionProfitable ArtService NightmareService RecoveryClub Med Manager	1990	1.4K
Service Research Priorities in a Rapidly Changing Context Amy L. Ostrom, A. Parasuraman, David E. Bowen, Journal of Service Research Customer SatisfactionService InnovationDigital MarketingServices ManagementService Infusion	2015	1.4K
From old public administration to new public management Patrick Dunleavy, Christopher Hood Public Money & Management Services ManagementEducationOld Public AdministrationPublic Sector AgenciesPublic Personnel Administration	1994	1.4K
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery Amy Smith, Ruth N. Bolton, Janet Wagner Journal of Marketing Research Customer ExperienceCustomer SatisfactionServices ManagementConsumer ResearchOrganizational Behavior	1999	1.4K

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