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Modelling the relationships between process quality errors and overall service process performance
12 references·8 citing·33 second hop
Modelling the relationships between process quality errors and overall service process performance (1995)Modelling the relationships between proce…Measuring and managing service quality (1999)Measuring and managing servic…Testing Structural Equation Models. (1995)Testing Structural Equation M…Lisrel 8: Structural Equation Modeling With the Simplis Command Language (1993)Lisrel 8: Structural Equation…Alternative Ways of Assessing Model Fit (1992)Alternative Ways of Assessing…Structural Equations with Latent Variables. (1991)Structural Equations with Lat…A Service Quality Process Map for Credit Card Processing (1991)A Service Quality Process Map…Zero defections: quality comes to services. (1990)Zero defections: quality come…The profitable art of service recovery. (1990)The profitable art of service…Overall fit in covariance structure models: Two types of sample size effects. (1990)Overall fit in covariance str…The PIMS principles: Linking strategy to performance (1989)The PIMS principles: Linking …Structural Equations with Latent Variables (1989)Structural Equations with Lat…Product Quality, Cost Position and Business Performance: A Test of Some Key Hypotheses (1983)Product Quality, Cost Positio…Effects of Service Failure on Consumer Responses across Failure Types: A Moderating Role of Intimacy (2016)Effects of Service Failure on…Service Failure and Service Recovery in Tourism: A Review (2014)Service Failure and Service R…Revisited The Importance and Performance Analysis (IPA) and Kano Model for Customer Satisfaction Measurement (2012)Revisited The Importance and …A Comparative Study on the Determinants of Customer Satisfaction, Revisit Intention and Word-of-mouth between STARBUCKS and DAVINCI: Focusing on the Transformative SERVQUAL (2011)A Comparative Study on the De…Service Quality of Building Maintenance Contractors in Zambia: A Pilot Study (2010)Service Quality of Building M…A fuzzy MCDM approach for evaluating banking performance based on Balanced Scorecard (2009)A fuzzy MCDM approach for eva…Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions (2001)Service recovery's influence …An Empirical Investigation of the Malcolm Baldrige National Quality Award Causal Model (2000)An Empirical Investigation of…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)To Empower or Not to Empower Your Sales Force? 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References

  • 1992Alternative Ways of Assessing Model Fit27,293 cited
  • 1989Structural Equations with Latent Variables17,512 cited
  • 1991Structural Equations with Latent Variables.17,471 cited
  • 1995Testing Structural Equation Models.8,244 cited
  • 1993Lisrel 8: Structural Equation Modeling With the Simplis Command Language7,691 cited
  • 1990Zero defections: quality comes to services.5,435 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1989The PIMS principles: Linking strategy to performance1,302 cited
  • 1990Overall fit in covariance structure models: Two types of sample size effects.915 cited
  • 1983Product Quality, Cost Position and Business Performance: A Test of Some Key Hypotheses911 cited
  • 1991A Service Quality Process Map for Credit Card Processing67 cited
  • 1999Measuring and managing service quality60 cited

Cited by

  • 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions958 cited
  • 2009A fuzzy MCDM approach for evaluating banking performance based on Balanced Scorecard527 cited
  • 2000An Empirical Investigation of the Malcolm Baldrige National Quality Award Causal Model

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442 cited
  • 2014Service Failure and Service Recovery in Tourism: A Review29 cited
  • 2016Effects of Service Failure on Consumer Responses across Failure Types: A Moderating Role of Intimacy25 cited
  • 2010Service Quality of Building Maintenance Contractors in Zambia: A Pilot Study13 cited
  • 2012Revisited The Importance and Performance Analysis (IPA) and Kano Model for Customer Satisfaction Measurement7 cited
  • 2011A Comparative Study on the Determinants of Customer Satisfaction, Revisit Intention and Word-of-mouth between STARBUCKS and DAVINCI: Focusing on the Transformative SERVQUAL5 cited