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Cited by

• 2007Combining Service Blueprint and FMEA for Service Design104 cited
• 2008The Relationship Between the Hotel Rating System, Service Quality Improvement, and Hotel Performance Changes: A Canonical Analysis of Hotels in Thailand103 cited
• 2003Service process design flexibility and customer waiting time60 cited
• 2010Productive performance and its components in Greek public hospitals59 cited
• 2011Linking long-term capacity management for manufacturing and service operations58 cited
• 2004Ordering and pricing of service products in an advance sales system with price-dependent demand49 cited
• 2004A conceptual synergy model of strategy formulation for manufacturing44 cited
• 2012Antecedents of Technology-Based Self-Service Acceptance: A Proposed Model41 cited
• 2006An engineering tool for the conceptual design of service systems41 cited
• 2019Service quality: A subliminal pathway to service differentiation and competitive advantage in private healthcare marketing in Ghana34 cited
• 2019The effects of perceived brand orientation and perceived service quality in the higher education sector31 cited
• 2008Designing for Services - Multidisciplinary Perspectives: Proceedings from the Exploratory Project on Designing for Services in Science and Technology-based Enterprises, Saïd Business School24 cited
• 2017Service strategy to improve operational capabilities in the public sector