Journal Articles

• Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V. and De Keyser, A. (2017) "“Service Encounter 2.0” : an investigation into the roles of technology, employees and customers", Journal of Business Research, 79, 238-246
• Brax, S., Bask, A., Hsuan, J. and Voss, C. (2017) "Service modularity and architecture – an overview and research agenda", International Journal of Operations & Production Management, 37, 6, 686-702
• Zhang, M., Zhao, X., Voss, C. and Zhu, G. (2016) "Innovating through services, co-creation and supplier integration : cases from China", International Journal of Production Economics, 171, 289-300
• Voss, C., Perks, H., Sousa, R., Witell, L. and Wünderlich, N. (2016) "Reflections on context in service research", Journal of Services Marketing, 27, 1, 30-36
• Wang, Q., Zhao, X. and Voss, C. (2016) "Customer orientation and innovation : a comparative study of manufacturing and service firms", International Journal of Production Economics, 171, 221-230
• Wuenderlich, N. V., Heinonen, K., Ostrom, A. L., Patricio, L., Sousa, R., Voss, C. and Lemmink, J. G. A. M. (2015) "“Futurizing” smart service : implications for service researchers and managers", Journal of Services Marketing, 29, 6/7, 442-447
• Boer, H., Holweg, M., Kilduff, M., Pagell, M., Schmenner, R. and Voss, C. (2015) "Making a meaningful contribution to theory", International Journal of Operations & Production Management, 35, 9, 1231-1252
• Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patricio, L. and Voss, C. (2015) "Service research priorities in a rapidly changing context", Journal of Service Research, 18, 2, 127-159
• Wang, Q., Voss, C., Zhao, X. and Wang, Z. (2015) "Modes of service innovation : a typology", Industrial Management & Data Systems, 115, 7, 1358-1382
• Akkermans, H. and Voss, C. (2013) "The service bullwhip effect", International Journal of Operations & Production Management, Volume 33, Number 6, 765-788
• Srai, J. S., MacCarthy, B., Lewis, M., Voss, C. and Narasimhan, R. (2013) "The same old methodologies? : perspectives on OM research in the post‐lean age", International journal of operations & production management, Volume 33, Number 7, 934-956
• Sousa, R. and Voss, C. (2012) "The impacts of e-service quality on customer behaviour in multi-channel e-services", Total Quality Management & Business Excellence, Volume 23, Number 7-8, 789-806
• Done, A., Voss, C. and Rytter, N. G. (2011) "Best practice interventions : short-term impact and long-term outcomes", Journal of Operations Management, 29, 5, 500-513
• Zomerdijk, L. G. and Voss, C. (2011) "NSD processes and practices in experiential services", Journal of Product Innovation Management, Volume 28, Number 1, 63-80
• Zomerdijk, L. G. and Voss, C. (2010) "Service design for experience-centric services", Journal of Service Research, 13, 1, 67-82
• Dul, J., Hak, T., Goertz, G. and Voss, C. (2010) "Necessary condition hypotheses in operations management", International journal of operations & production management, Volume 30, Number 11, 1170-1190
• Chris Voss (2010) "Measurement of INNOVATION and DesignPerformance IN SERVICES", Design Management Journal, 3, 1, 40-46
• Voss, C. and Hsuan, J. (2009) "Service architecture and modularity", Decision Sciences, 40, 3, 541-569
• Sousa, R. and Voss, C. (2009) "The effects of service failures and recovery on customer loyalty in e‐services", International Journal of Operations & Production Management, Volume 29, Number 8, 834-864
• Sousa, R. and Voss, C. (2008) "Contingency research in operations management practices", Journal of Operations Management, 26, 6, 697-713
• Silvestro, R., Fitzgerald, L., Johnston, R. and Voss, C. (1992) "Towards a Classification of Service Processes", International Journal of Service Industry Management, 3, 3, 62-75
• Silvestro, R., Fitzgerald, L., Johnston, R. and Voss, C. (1992) "Towards a classification of service processes", International Journal of Service Industry Management, 3, 3, 62-75
• Silvestro, R., Johnston, R., Fitzgerald, L. and Voss, C. (1990) "Quality Measurement in Service Industries", International Journal of Service Industry Management, 1, 2, 54-66

Book Items

• Voss, C., Johnson, M. and Godsell, J. (2016) "Case research", Routledge,
• Voss, C. and Hsuan, J. (2011) "Service science : the opportunity to re-think what we know about service design", Springer, New York