The influence of organizational culture and internal politics on new service design and introduction
Tóm tắt
Từ khóa
Tài liệu tham khảo
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.
Chase, R.B. and Stewart, D.M. (1994, “Make your services fail‐safe”,Sloan Management Review, Vol. 35 No. 3, pp. 35‐44.
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.
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.
Peters, T. (1990, “Time‐obsessed competition”,Management Review, September, pp. 16‐20.