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Banking on people

16 references·16 citing·37 second hopsampled

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References

1984Case Study Research: Design and Methods81,948 cited
1990Qualitative evaluation and research methods24,203 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1990Qualitative evaluation and research methods, 2nd ed.8,420 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
1980Employee and Customer Perceptions of Service in Banks640 cited
1991Five imperatives for improving service quality521 cited
1991The service-driven service company.452 cited
1976Strategies of Social Research, the Methodological Imagination386 cited
1989Quality in the Service Sector: A Review245 cited
1992The other side of quality: ‘soft’ issues and the human resource dimension192 cited
1990Repositioning the Human Resource Function: Transformation or Demise?181 cited
1991Creating successful organization change166 cited
1991Internal marketing: A new perspective for HRM148 cited
1991

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TQM and the Management of Labour

125 cited

Cited by

1998Service quality and human resource management122 cited
2015Internet banking and customer satisfaction in Pakistan112 cited
2016The mediating effects of self-leadership on perceived entrepreneurial orientation and innovative work behavior in the banking sector61 cited
2017Does the soft aspects of TQM influence job satisfaction and commitment? An empirical analysis55 cited
2011Antecedents of employee performance: an empirical investigation in India53 cited
2005Internal Service Quality52 cited
2017The Relationship between the Efficiency, Service Quality and Customer Satisfaction for State-Owned Commercial Banks in China51 cited
2008Which management practices are contributory to service quality?49 cited
2023Linking Green Human Resource Practices and Sustainable Performance: The Mediating Role of Job Satisfaction and Green Motivation47 cited
2010What are the fundamental features supporting service quality?47 cited
2012Customer Perception on Service Quality in Retail Banking in Developing Countries - A Case Study46 cited
2000An application of Thompson's typology to TQM in service firms43 cited
2006Quality Online Banking Services37 cited
2003Quality management in banking services: An approach to employee and customer perceptions36 cited
2012Improving Customer Service in the Banking Industry-Case of Ghana Commercial Bank (GCB)-Ghana34 cited
2022Employee Satisfaction, Talent Management Practices and Sustainable Competitive Advantage in the Northern Cyprus Hotel Industry32 cited