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Application of root cause analysis in a service delivery operational environment
13 references·1 citing·35 second hop
Application of root cause analysis in a service delivery operational environment (1997)Application of root cause analysis in a s…A review of benchmarking literature: a proposed model for implementation (2014)A review of benchmarking lite…The Malcolm Baldrige National Quality Award (1996)The Malcolm Baldrige National…The determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Improving service quality: Learning from manufacturing (1993)Improving service quality: Le…Five imperatives for improving service quality (1991)Five imperatives for improvin…Zero defections: quality comes to services. (1990)Zero defections: quality come…Managing the Total Quality Transformation (1990)Managing the Total Quality Tr…Fix the process, not the problem. (1990)Fix the process, not the prob…The Goal: A Process of Ongoing Improvement (1984)The Goal: A Process of Ongoin…Out of the Crisis (1982)Out of the CrisisEvents and causal factors charting (1978)Events and causal factors cha…Quality planning and analysis (1970)Quality planning and analysisPrioritisation of root cause analysis in production disturbance management (2021)Prioritisation of root cause …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)The Critical Incident Technique in Service Research (2004)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)My Employees are My Service Guarantee (1989)The profitable art of service recovery. (1990)TQM in the service sector (1996)The key determinants of Internet banking service quality: a content analysis (2001)Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan (2012)The critical incident technique. (1954)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Work/Family Border Theory: A New Theory of Work/Family Balance (2000)How to improve R&D productivity: the pharmaceutical industry's grand challenge (2010)National Systems of Entrepreneurship: Measurement issues and policy implications (2013)Integrating QFD, AHP and Benchmarking in Strategic Marketing (1994)Creating an empowering culture: examining the relationship between organizational culture and perceptions of empowerment (2000)TQM implementation issues: review and case study (2000)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Whence Consumer Loyalty? (1999)Role congruity theory of prejudice toward female leaders. (2002)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Process Capability Indices. (1995)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)THE LAST PLANNER SYSTEM OF PRODUCTION CONTROL (2000)Learning tomanage innovation (1996)Developing the agile enterprise (2002)Targeting innovation and implications for capability development (2004)Tracking the evolution of the services marketing literature (1993)An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery (2000)How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach (2005)
this work references cited by second hop

References

  • 1982Out of the Crisis7,297 cited
  • 1990Zero defections: quality comes to services.5,435 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,939 cited
  • 1984The Goal: A Process of Ongoing Improvement1,155 cited
  • 1995The determinants of service quality: satisfiers and dissatisfiers1,045 cited
  • 1970Quality planning and analysis904 cited
  • 1991Five imperatives for improving service quality521 cited
  • 1990Managing the Total Quality Transformation177 cited
  • 1993Improving service quality: Learning from manufacturing47 cited
  • 1990Fix the process, not the problem.41 cited
  • 1996The Malcolm Baldrige National Quality Award37 cited
  • 2014A review of benchmarking literature: a proposed model for implementation30 cited
  • 1978Events and causal factors charting12 cited

Cited by

  • 2021Prioritisation of root cause analysis in production disturbance management21 cited

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