Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Service quality and human resource management

16 references·16 citing·35 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
2015Strategic human resource management3,437 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1979Quality Is Free: The Art of Making Quality Certain2,574 cited
1969Nonverbal Leakage and Clues to Deception †1,843 cited
1985A meta-analysis and conceptual critique of research on role ambiguity and role conflict in work settings1,818 cited
1985What is total quality control the japanese way1,816 cited
1984Strategic Management and Marketing in the Service Sector1,667 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
1994MANAGEMENT THEORY AND TOTAL QUALITY: IMPROVING RESEARCH AND PRACTICE THROUGH THEORY DEVELOPMENT1,651 cited
1995Total Quality Management: Empirical, Conceptual, and Practical Issues1,630 cited
1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
1990Delivering Quality Service1,326 cited
1993

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

Loyalty-based management.

1,317 cited

1994A THEORY OF QUALITY MANAGEMENT UNDERLYING THE DEMING MANAGEMENT METHOD971 cited

Cited by

2006The relationship between HRM practices and service behaviour in South African service organizations95 cited
2013The paths from service quality dimensions to customer loyalty83 cited
2009Realising competitive advantage through HRM in New Zealand service industries75 cited
2010Studying the impact of total quality management in service industries58 cited
2005Reinventing Human Resource Management : challenges and new directions.54 cited
2001Business strategy and approaches to HRM ‐ A case study of new developments in the United Kingdom restaurant industry51 cited
2008Which management practices are contributory to service quality?49 cited
2010HR and IT capabilities and complementarities in knowledge-intensive services49 cited
2010What are the fundamental features supporting service quality?47 cited
2012Total quality management practices in manufacturing and service industries: a comparative study33 cited
2016Job satisfaction among hotel employees: analyzing selected antecedents and job outcomes. A case study from Poland30 cited
2012A Study of Public Sector Organizations with Respect to Recruitment, Job Satisfaction and Retention30 cited
2012Human resource management and total quality management linkage – rhetoric and reality29 cited
2011HR outsourcing and service quality: theoretical framework and empirical evidence29 cited
2022Worker Involvement and Performance in Italian Social Enterprises: The Role of Motivations, Gender and Workload27 cited
2007Using the HR intranet26 cited