Winning the Service Game

This publication has 25 references indexed in Scilit:

• THE IMPACT OF HUMAN RESOURCE AND OPERATIONAL MANAGEMENT PRACTICES ON COMPANY PRODUCTIVITY: A LONGITUDINAL STUDY
  Personnel Psychology, 2008
• Exploring Customer Loyalty Following Service Recovery
  Journal of Service Research, 2008
• Customer Satisfaction, Cash Flow, and Shareholder Value
  Journal of Marketing, 2005
• Customer Satisfaction and Shareholder Value
  Journal of Marketing, 2004
• Links between organisational and customer variables in service delivery
  International Journal of Service Industry Management, 2004
• Reward Practices and Performance Management System Effectiveness
  Organizational Dynamics, 2003
• Productivity, Innovation and Knowledge in Services
  Published by Edward Elgar Publishing ,2002
• “Service logic”: achieving service system integration
  International Journal of Service Industry Management, 1995
• The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
  Journal of Marketing, 1990
• On the Folly of Rewarding A, While Hoping for B.
  The Academy of Management Journal, 1975