Zobrazeno 1 - 10
of 15
pro vyhledávání: '"Liana Victorino"'
Autor:
Aleda V. Roth, Madeleine E. Pullman, Larry J. Menor, Jie J. Zhang, Liana Victorino, Susan Meyer Goldstein, Ryan W. Buell, Michael Dixon, Joy M. Field, Enrico Secchi
Publikováno v:
Journal of Service Management. 29:39-54
Purpose The purpose of this paper is to identify research themes in service operations that have great potential for exciting and innovative conceptual and empirical work. To frame these research themes, the paper provides a systematic literature rev
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::283c293360597770864a2985579b23ac
https://doi.org/10.1108/josm-08-2017-0192
https://doi.org/10.1108/josm-08-2017-0192
Autor:
Liana Victorino, Michael Dixon
Publikováno v:
Service Science. 8:234-246
Experimenting with and testing new or improved service designs is often a challenging task for managers. In this paper, we promote the use of video experiments as a dynamic method for testing service innovation. We conducted a systematic review of ov
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::6fb511683297fc42fd7b67a037d75929
https://doi.org/10.1287/serv.2016.0125
https://doi.org/10.1287/serv.2016.0125
Autor:
Liana Victorino, Michael Dixon
Publikováno v:
Handbook of Service Science, Volume II ISBN: 9783319985114
Research from the behavioral sciences offers many insights into how customers perceive the sequence of service and how these perceptions influence their decision-making and evaluation of the customer experience. This chapter offers a comprehensive li
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::7dd13ef738b23f294ce7ea8f0cf57923
https://doi.org/10.1007/978-3-319-98512-1_4
https://doi.org/10.1007/978-3-319-98512-1_4
Autor:
Jie J. Zhang, Michael Dixon, Susan Meyer Goldstein, Enrico Secchi, Madeleine E. Pullman, Aleda V. Roth, Joy M. Field, Ryan W. Buell, Larry J. Menor, Liana Victorino
Publikováno v:
Management Faculty Publications
Purpose The purpose of this paper is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Exper
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::87c3479428d8d5108955e703c983309b
Production and Operations Management The article of record as published may be found at http://dx.doi.org/10.1111/poms.12675 The most salient or peak aspect of a service experience often defines customer perceptions of the service. Across two studies
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::0bb14d9b932d90c655ed2b16d96e2efc
https://hdl.handle.net/10945/52400
https://hdl.handle.net/10945/52400
Autor:
Liana Victorino, Michael Dixon
Publikováno v:
SSRN Electronic Journal.
This chapter highlights the importance of considering affect-based customer evaluations of services specifically influenced by the sequence of moments or episodes within a service experience. Research from the behavioral sciences has offered many ins
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::f2d556475971bb6aecd19114b7234ccb
https://doi.org/10.2139/ssrn.2955800
https://doi.org/10.2139/ssrn.2955800
Publikováno v:
Journal of Service Management. 25:275-294
Purpose – The purpose of this paper is to discuss the importance of a coordinated marketing and operations strategy in goods and service producing business organizations. Customer engagement and co-production are imperative service delivery conside
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::27aae305e15f6192075492d1114e9bd4
https://doi.org/10.1108/josm-02-2014-0060
https://doi.org/10.1108/josm-02-2014-0060
Publikováno v:
Production and Operations Management. 22:518-534
This study examines the effect that verbal scripts have on customer perceived service quality for two distinct service process types. We designed a video experiment that varied the level of verbal scripting for standardized and customized service enc
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::b5b49cb2b793e3e674088bcbecb2616c
https://doi.org/10.1111/j.1937-5956.2012.01382.x
https://doi.org/10.1111/j.1937-5956.2012.01382.x
Autor:
Liana Victorino, Alexander R. Bolinger
Publikováno v:
Cornell Hospitality Quarterly. 53:196-206
Because customers can recognize when hospitality firms are employing service scripts, an examination is in order to determine how customers perceive scripted service. This article assesses customer perceptions of scripted service encounters with both
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::d29e761850dcccfd387e6d9fc5b79641
https://doi.org/10.1177/1938965512443347
https://doi.org/10.1177/1938965512443347
Publikováno v:
Journal of Service Research. 15:390-400
Service scripts are predetermined guides for employees to follow when delivering service to customers. Some services require employees to strictly follow a script, whereas others use scripts more flexibly, if at all. Extant research regarding service
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::63d7b9a27a2c920c63370f866228b655
https://doi.org/10.1177/1094670512446062
https://doi.org/10.1177/1094670512446062