Blueprinting the service company

Competitive Strategy: Techniques for Analyzing Industries and Competitors

Michael E. Porter · 1980 · 16.8K citations

Management, Strategic Management, Strategy +14

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

Choice Reviews Online · 1990 · 1.9K citations

Business, Marketing, Marketing Management +10

Designing services that deliver

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

Business, Design, Information Systems +10

How to Design a Service

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

Management, Design, Marketing +11

Where does the customer fit in a service operation?

Chase Rb · PubMed · 1979 · 844 citations

Business, Operations Management, Customer Relationship Management +15