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Service productivity, quality and innovation

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
2003Evolving to a New Dominant Logic for Marketing14,777 cited
2007Service-dominant logic: continuing the evolution7,615 cited
1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
1984Strategic Management and Marketing in the Service Sector1,667 cited
2002Service productivity595 cited
2002Service quality and productivity: A synergistic perspective256 cited
2001Marketing aspects of service quality.244 cited

Cited by

2015Employee Emotional Competence105 cited
2012Productivity Through Effectiveness and Efficiency in the Banking Industry100 cited
2018The effects of innovation speed and quality on differentiation and low-cost competitive advantage95 cited
2019Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels86 cited
2020Airport user experience unpacked: Conceptualizing its potential in the face of COVID-1977 cited
2013Service quality and productivity in the U.S. airline industry: a service quality-adjusted DEA model64 cited
2020

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Service innovation, customer satisfaction and behavioural intentions: a conceptual framework

63 cited

2018Does e-HRM improve labour productivity? A study of commercial bank workplaces in Pakistan63 cited

2016A systematic review of quality of student experience in higher education60 cited

2019The relationship between TQM practices and organisational innovation outcomes54 cited

2018The impact of strategic quality orientation on innovation capabilities and sustainable business growth47 cited

2022Productividad, aspectos que benefician a la organización. Revisión sistemática de la producción científica44 cited

2019Socially responsible procurement44 cited

2019Exploring the Role of Knowledge, Innovation and Technology Management (KNIT) Capabilities that Influence Research and Development40 cited

2014The impact of quality management on productivity in the hospitality sector39 cited

2018The impact of IT-technological innovation on the productivity of a bank’s employee37 cited