References

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• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
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• 1982Quality, productivity, and competitive position2,278 cited
• 1989An Instrument for Measuring the Critical Factors of Quality Management2,032 cited
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• 1996Development and Validation of TQM Implementation Constructs1,773 cited
• 1994MANAGEMENT THEORY AND TOTAL QUALITY: IMPROVING RESEARCH AND PRACTICE THROUGH THEORY DEVELOPMENT