The influence of organizational culture and internal politics on new service design and introduction

Emerald - Tập 9 Số 5 - Trang 469-485 - 1998
F.Ian Stuart1
1Faculty of Business, University of Victoria, Victoria

Tóm tắt

Từ khóa


Tài liệu tham khảo

10.2307/255553

Beatty, C.A. and Gordon, J.R.M. (1988, “Barriers to the implementation of CAD/CAM systems”,Sloan Management Review, Summer, pp. 25‐33.

Berry, L.L., Parasuraman, A. and Zeithmal, V.A. (1994, “Improving service quality in America: lessons learned”,Academy of Management Executive, Vol. 8 No. 2, pp. 32‐52.

10.2307/1252042

10.2307/2392494

10.1108/eb060084

10.1108/09564239410051894

10.1002/smj.4250010103

Chase, R.B. and Stewart, D.M. (1994, “Make your services fail‐safe”,Sloan Management Review, Vol. 35 No. 3, pp. 35‐44.

10.1016/0019-8501(91)90032-B

10.1016/0737-6782(94)90084-1

10.1016/0737-6782(91)90002-G

10.1016/0737-6782(89)90077-5

10.1016/0148-2963(93)00040-8

10.1016/0737-6782(86)90005-6

10.1108/08876049410065606

10.1108/09564239510084923

Greiner, L.E. (1967, “Patterns of organizational change”,Harvard Business Review, May‐June

Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser. W.E. Jr and Schlesinger, L.A. (1994, “Putting the service‐profit chain to work”,Harvard Business Review, March‐April, pp. 165‐74.

10.2307/2393393

10.1177/014920638901500310

10.1016/0883-9026(91)90016-7

10.1016/0883-9026(91)90006-Y

Kotter, J.P. and Schlesinger, L.A. (1979, “Choosing strategies for change”,Harvard Business Review, Vol. 57, pp. 106‐14.

Larsson, R. and Bowen, D.E. (1989, “Organization and customer: managing design and coordination of services”,Academy of Management Review, Vol. 14 No. 2, pp. 213‐33.

10.2307/1251193

10.1108/09564239310024985

10.1108/09564239510096894

10.1108/EUM0000000002488

10.1002/hrm.3930300107

Peters, T. (1990, “Time‐obsessed competition”,Management Review, September, pp. 16‐20.

10.1108/EUM0000000002484

10.1037/h0034724

10.1016/0090-2616(80)90040-6

10.1016/0090-2616(93)90032-V

10.2307/1251003

10.1016/S0022-4359(97)90017-8

10.1108/09564239610129959

10.1108/08876049210035863