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Cited by

• 2002E‐government: a new route to public sector quality161 cited
• 2001Grounded theory methodology and practitioner reflexivity in TQM research73 cited
• 2008The relationship between Business Excellence and Performance – An empirical study using Kanji's Leadership Excellence Model60 cited
• 1997Adapting service quality concepts to academic libraries55 cited
• 2018Municipal Management Tools from 1976 to 199353 cited
• 1997An Empirical Investigation into the Validity of SERVQUAL in the Public Sector53 cited
• 2011The adoption of excellence models through cultural and social adaptations: An empirical study of critical success factors and a proposed model49 cited
• 1994The New Job of the Federal Executive47 cited
• 2008Decision support system for service quality management using customer knowledge in public service organization40 cited
• 1996Employee Attitudes toward Total Quality Management in an Epa Regional Office38 cited
• 2004DOES QUALITY MANAGEMENT WORK IN THE PUBLIC SECTOR33 cited
• 2004Total quality management in strategy and operations: dynamic grounded models33 cited
• 2006Reflecting on a TQM‐based university/industry partnership31 cited
• 2010Service quality implementation: problems and solutions