Linking product–process matrices for manufacturing and industrial service operations

Restoring Our Competitive Edge: Competing through Manufacturing.

Laura Thomas, Robert H. Hayes, Steven C. Wheelwright · Administrative Science Quarterly · 1985 · 2.2K citations

Management, Strategic Management, Strategy +17

How can service businesses survive and prosper?

Schmenner Rw · PubMed · 1986 · 749 citations

Business, Entrepreneurship, Strategic Management +11

The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions

Richard B. Chase · Operations Research · 1981 · 608 citations

Management, Operations Management, Customer Relationship Management +14

Towards a Classification of Service Processes

Rhian Silvestro, Robert B. Johnston · International Journal of Service Industry Management · 1992 · 528 citations

Management, Industrial Engineering, Operations Management +15

The Customer Contact Model for Organization Design

Richard B. Chase, David A. Tansik · Management Science · 1983 · 445 citations

Management, Operations Management, Organizational Behavior +13