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Exploring the Linkages between Quality System, Service Quality, and Performance Excellence: Service Providers' Perspectives
16 references·6 citing·39 second hop
Exploring the Linkages between Quality System, Service Quality, and Performance Excellence: Service Providers' Perspectives (2002)Exploring the Linkages between Quality Sy…The relationship between total quality management practices and operational performance (1999)The relationship between tota…Development and Validation of TQM Implementation Constructs (1996)Development and Validation of…Total Quality Management: Empirical, Conceptual, and Practical Issues (1995)Total Quality Management: Emp…The Impact of Quality Management Practices on Performance and Competitive Advantage (1995)The Impact of Quality Managem…Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…The empowerment of service workers: what, why, how, and when. (1992)The empowerment of service wo…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Empirical research methods in operations management (1990)Empirical research methods in…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…An Instrument for Measuring the Critical Factors of Quality Management (1989)An Instrument for Measuring t…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Employee and customer perceptions of service in banks: Replication and extension. (1985)Employee and customer percept…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A roadmap for the application of PLS-SEM and IPMA for effective service quality improvements (2022)A roadmap for the application…Increasing the value of quality management systems (2021)Increasing the value of quali…The effect of religiosity on trainees’ reaction and motivation to transfer (2020)The effect of religiosity on …Investigating The Mediating Role Of Service Innovation In Firm Performance: An Empirical Research (2016)Investigating The Mediating R…Role Of Total Quality Management In Service Innovations: An Empirical Study Of Pakistans Financial Services Firms (2015)Role Of Total Quality Managem…Quality Management and Formalization in Social Service Organizations - A Survey on Home-Based Family Intervention Services (2007)Quality Management and Formal…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A measure of service quality for retail stores: Scale development and validation (1996)SERVQUAL: review, critique, research agenda (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Coefficient Alpha and the Internal Structure of Tests (1951)A framework for quality management research and an associated measurement instrument (1994)Total quality management as competitive advantage: A review and empirical study (1995)Arcs of integration: an international study of supply chain strategies (2001)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Experimental and Quasi-Experimental Designs for Research (1963)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)The Handbook of Social Psychology (1969)An assessment of survey research in POM: from constructs to theory (1998)Survey research in operations management: a process‐based perspective (2002)Effects of innovation types on firm performance (2011)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Going to Extremes: Managing Service Encounters and Assessing Provider Performance (1995)Perceived e‐service quality (PeSQ) (2007)Mining Marketing Meaning from Online Chatter: Strategic Brand Analysis of Big Data Using Latent Dirichlet Allocation (2014)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Structural Equations with Latent Variables (1989)Lean manufacturing: context, practice bundles, and performance (2002)The relationship between total quality management practices and their effects on firm performance (2003)Towards a theory of supply chain management: the constructs and measurements (2004)Quality, satisfaction and behavioral intentions (2000)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1989An Instrument for Measuring the Critical Factors of Quality Management2,032 cited
  • 1996Development and Validation of TQM Implementation Constructs1,773 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
  • 1990Empirical research methods in operations management1,636 cited
  • 1995Total Quality Management: Empirical, Conceptual, and Practical Issues1,630 cited
  • 1999The relationship between total quality management practices and operational performance1,532 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.

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1,353 cited
  • 1995The Impact of Quality Management Practices on Performance and Competitive Advantage1,311 cited
  • 1992The empowerment of service workers: what, why, how, and when.1,243 cited
  • Cited by

    • 2021Increasing the value of quality management systems36 cited
    • 2022A roadmap for the application of PLS-SEM and IPMA for effective service quality improvements33 cited
    • 2015Role Of Total Quality Management In Service Innovations: An Empirical Study Of Pakistans Financial Services Firms20 cited
    • 2016Investigating The Mediating Role Of Service Innovation In Firm Performance: An Empirical Research15 cited
    • 2007Quality Management and Formalization in Social Service Organizations - A Survey on Home-Based Family Intervention Services13 cited
    • 2020The effect of religiosity on trainees’ reaction and motivation to transfer9 cited