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Total Quality Management in Services
16 references·16 citing·23 second hopsampled
Total Quality Management in Services (1994)Total Quality Management in ServicesThe House of Quality (1988)The House of QualitySERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY (1988)SERVICE QUALITY: THE SIX CRIT…How can service businesses survive and prosper? (1986)How can service businesses su…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Out of the Crisis (1982)Out of the CrisisWhere does the customer fit in a service operation? (1979)Where does the customer fit i…Breaking Free from Product Marketing (1977)Breaking Free from Product Ma…Product Performance and Consumer Satisfaction: A New Concept (1976)Product Performance and Consu…The Coming of Post-Industrial Society: A Venture in Social Forecasting. (1974)The Coming of Post-Industrial…The Coming of Post-Industrial Society: A Venture in Social Forecasting (1974)The Coming of Post-Industrial…Principles of Marketing (1972)Principles of MarketingQuality-Control Handbook. (1952)Quality-Control Handbook.The Conditions of Economic Progress. (1951)The Conditions of Economic Pr…The antecedents of student loyalty in online programs (2013)The antecedents of student lo…Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines (2013)Service Quality and Customer …Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines (2013)Service Quality and Customer …Developing a scale to measure students’ perception of service quality in the Indian context (2013)Developing a scale to measure…Customer involvement in service production, delivery and quality: the challenges and opportunities (2013)Customer involvement in servi…Total quality management in service sector: a literature review (2012)Total quality management in s…Service quality models in banking: a review (2011)Service quality models in ban…Developing the Models of Service Quality Gaps: A Critical Discussion (2010)Developing the Models of Serv…An integrated framework of indices for quality management in education: a faculty perspective (2008)An integrated framework of in…Business (not) as usual: crisis management, service recovery and the vulnerability of organisations (2005)Business (not) as usual: cris…A Model for Evaluating Organizational Competencies: An Application in the Context of a Quality Management Initiative* (2005)A Model for Evaluating Organi…The role of socio‐cultural, political‐legal, economic, and educational dimensions in quality management (2003)The role of socio‐cultural, p…TQM implementation: comparing Singapore’s service and manufacturing leaders (2000)TQM implementation: comparing…Some empirical observations of service quality in construction (2000)Some empirical observations o…Measuring service quality: A hybrid methodology (1998)Measuring service quality: A …Measuring Quality in Higher Education (1996)Measuring Quality in Higher E…Relation of Consumers' Buying Habits to Marketing Methods (1923)An empirical assessment of the SERVQUAL scale (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Designing conceptual articles: four approaches (2020)Advertising as Information (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)E-S-QUAL (2004)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Role congruity theory of prejudice toward female leaders. (2002)Transformational, transactional, and laissez-faire leadership styles: A meta-analysis comparing women and men. (2003)Customer value: The next source for competitive advantage (1997)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Process Capability Indices. (1995)On theory in operations management (1998)THE LAW OF CRIME CONCENTRATION AND THE CRIMINOLOGY OF PLACE* (2015)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)A Dynamic Theory of Organizational Knowledge Creation (1994)Internet paradox: A social technology that reduces social involvement and psychological well-being? (1998)Social Implications of the Internet (2001)Understanding Service Convenience (2002)Effects of innovation types on firm performance (2011)
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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
  • 1982Out of the Crisis7,278 cited
  • 1972Principles of Marketing5,587 cited
  • 1952Quality-Control Handbook.2,849 cited
  • 1974The Coming of Post-Industrial Society: A Venture in Social Forecasting.2,583 cited
  • 1988The House of Quality2,266 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1984Strategic Management and Marketing in the Service Sector1,667 cited
  • 1974The Coming of Post-Industrial Society: A Venture in Social Forecasting1,272 cited
  • 1951The Conditions of Economic Progress.1,225 cited
  • 1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY852 cited
  • 1979Where does the customer fit in a service operation?834 cited
  • 1986How can service businesses survive and prosper?740 cited
  • 1976Product Performance and Consumer Satisfaction: A New Concept

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628 cited

Cited by

  • 2010Developing the Models of Service Quality Gaps: A Critical Discussion122 cited
  • 2013Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines119 cited
  • 2013Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines112 cited
  • 2005A Model for Evaluating Organizational Competencies: An Application in the Context of a Quality Management Initiative*109 cited
  • 2008An integrated framework of indices for quality management in education: a faculty perspective105 cited
  • 2005Business (not) as usual: crisis management, service recovery and the vulnerability of organisations102 cited
  • 1996Measuring Quality in Higher Education98 cited
  • 2013Developing a scale to measure students’ perception of service quality in the Indian context89 cited
  • 2011Service quality models in banking: a review85 cited
  • 2013Customer involvement in service production, delivery and quality: the challenges and opportunities75 cited
  • 2012Total quality management in service sector: a literature review69 cited
  • 2013The antecedents of student loyalty in online programs65 cited
  • 2000TQM implementation: comparing Singapore’s service and manufacturing leaders60 cited
  • 2003The role of socio‐cultural, political‐legal, economic, and educational dimensions in quality management56 cited
  • 1998Measuring service quality: A hybrid methodology54 cited
  • 2000Some empirical observations of service quality in construction54 cited