Blueprinting the service company

Competitive Strategy: Techniques for Analyzing Industries and Competitors

Michael E. Porter · 1980 · 16.8K citations

Industrial Organization, Competitive Advantage, Michael Porter +16

Service management and marketing: managing the moments of truth in service competition

Choice Reviews Online · 1990 · 1.9K citations

Service Logic, Service Research, Service Study +7

Designing services that deliver

G. Lynn Shostack · Harvard business review · 1984 · 1.2K citations

How to Design a Service

G. Lynn Shostack · European Journal of Marketing · 1982 · 1K citations

Service Innovation, Services Management, Consumer Research +18

Where does the customer fit in a service operation?

Chase Rb · PubMed · 1979 · 843 citations

Customer Satisfaction, Service Strategy, Service Research +14