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Volumn 9, Issue 2, 1989, Pages 247-260

Customer Service and Operations Management in Service Businesses

Author keywords

[No Author keywords available]

Indexed keywords


EID: 34447147722     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642068900000027     Document Type: Article
Times cited : (7)

References (17)
  • 1
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    • Anon, 1985, ‘Services in the UK Economy’, Bank of England Quarterly Review, September.
    • (1985) Bank of England Quarterly Review
  • 2
    • 84950222671 scopus 로고
    • Perceived Control of the Service Encounter
    • Aix en Provence
    • Bateson, J.E.G., 1984, ‘Perceived Control of the Service Encounter’, Workshop on Service Businesses, Aix en Provence.
    • (1984) Workshop on Service Businesses
    • Bateson, J.E.G.1
  • 3
    • 0018040238 scopus 로고
    • Where does the Customer Fit in the Service Operation?
    • November-December
    • Chase, R.B., 1978, ‘Where does the Customer Fit in the Service Operation?’, Harvard Business Review, November-December.
    • (1978) Harvard Business Review
    • Chase, R.B.1
  • 4
    • 84950189820 scopus 로고
    • Experience with Quality Circles and Quality Costs
    • B. Moore, Are They Being Served, Oxford: Phillip Allan.
    • Dale, B., 1986 ‘Experience with Quality Circles and Quality Costs’, in B. Moore, Are They Being Served, Oxford: Phillip Allan.
    • (1986)
    • Dale, B.1
  • 5
    • 0003742930 scopus 로고
    • Manufacturing Strategy
    • London: Macmillan.
    • Hill, T., 1985, Manufacturing Strategy, London: Macmillan.
    • (1985)
    • Hill, T.1
  • 6
    • 55249087818 scopus 로고
    • La Quante de Service—a la conquete du client
    • Paris, Inter Editions.
    • Horowitz, J., 1987, La Quante de Service—a la conquete du client, Paris, Inter Editions.
    • (1987)
    • Horowitz, J.1
  • 7
    • 84954979130 scopus 로고
    • Framework for Developing a Quality Strategy in a Customer Processing Operation
    • Johnston, R., 1987, ‘Framework for Developing a Quality Strategy in a Customer Processing Operation’, The International Journal of Quality and Reliability Management, Vol 4, No 4, pp.36-44.
    • (1987) The International Journal of Quality and Reliability Management , vol.4 , Issue.4 , pp. 36-44
    • Johnston, R.1
  • 8
    • 84950221513 scopus 로고
    • La Strategy Marketing des Services aux Entreprises
    • Collection ADETEM Marketing Demain
    • Langeard, E., 1981, ‘La Strategy Marketing des Services aux Entreprises’ Collection ADETEM Marketing Demain.
    • (1981)
    • Langeard, E.1
  • 9
    • 3543066416 scopus 로고
    • Are they Being Served
    • Oxford: Phillip Allan.
    • Moore, B. (ed.), 1986, Are they Being Served, Oxford: Phillip Allan.
    • (1986)
    • Moore, B.1
  • 10
    • 0003798538 scopus 로고    scopus 로고
    • Service Management and Strategy and Leadership in Service
    • London: Wiley.
    • Normann, R., Service Management and Strategy and Leadership in Service, London: Wiley.
    • Normann, R.1
  • 11
    • 0009167261 scopus 로고
    • Right First Time
    • Aldershot: Gower.
    • Price, F., 1984, Right First Time, Aldershot: Gower.
    • (1984)
    • Price, F.1
  • 12
    • 0003923082 scopus 로고
    • Management of Service Operations
    • Boston: Allyn and Bacon.
    • Sasser, W.E., R.P. Olsen and D.D. Wycoff, 1978, Management of Service Operations, Boston: Allyn and Bacon.
    • (1978)
    • Sasser, W.E.1    Olsen, R.P.2    Wycoff, D.D.3
  • 13
    • 0003419771 scopus 로고
    • Manufacturing the Formidable Competitive Weapon
    • New York: Wiley.
    • Skinner, W., 1985, Manufacturing the Formidable Competitive Weapon, New York: Wiley.
    • (1985)
    • Skinner, W.1
  • 14
    • 84950198686 scopus 로고
    • private communication.
    • Slack, N., 1978, private communication.
    • (1978)
    • Slack, N.1
  • 16
    • 0040513243 scopus 로고
    • Commit to Quality
    • New York: Wiley.
    • Townsend, P.L., 1986, Commit to Quality, New York: Wiley.
    • (1986)
    • Townsend, P.L.1
  • 17
    • 0003528819 scopus 로고
    • Operations Management in Service Industries and the Public Sector
    • London: Wiley.
    • Voss, C.A., C.A. Armistead, R. Johnson and B. Morris, 1985, Operations Management in Service Industries and the Public Sector, London: Wiley.
    • (1985)
    • Voss, C.A.1    Armistead, C.A.2    Johnson, R.3    Morris, B.4


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.