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A Service Quality Process Map for Credit Card Processing

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1988Communication and Control Processes in the Delivery of Service Quality2,051 cited
1984Strategic Management and Marketing in the Service Sector1,667 cited
1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
1988Juran on planning for quality1,209 cited
1986Specification searches in covariance structure modeling.857 cited
1985Quality counts in services, too600 cited
1983Covariance Structure Models: An Introduction to LISREL412 cited

Cited by

2000Service recovery: a framework and empirical investigation598 cited
2000An Empirical Investigation of the Malcolm Baldrige National Quality Award Causal Model442 cited
1996Operational, organizational, and human resource factors predictive of customer perceptions of service quality61 cited
1995Modelling the relationships between process quality errors and overall service process performance52 cited
1999RESOURCE ALLOCATION TO IMPROVE SERVICE QUALITY PERCEPTIONS IN MULTISTAGE SERVICE SYSTEMS35 cited

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2008The Effect of Labor on Profitability: The Role of Quality35 cited

2010THE IMPACT OF ORDER FULFILLMENT SERVICE ON RETAILER MERCHANDISING DECISIONS IN THE CONSUMER DURABLES INDUSTRY33 cited

2017An empirical competence-capability model of supply chain resilience33 cited

2015Environmental and quality practices: using a video method to explore their relationship with customer satisfaction in the hotel industry29 cited

2011The Role of Justice in Determining Relationship Quality29 cited

2006The Role of Logistics Service Quality in Creating Customer Loyalty26 cited

2002Linking Marketing and Operations24 cited

2008Conceptualising the perceived service quality of public utility services: A multi-level, multi-dimensional model22 cited

1995A Model For Analyzing Quality in the Service Delivery Process17 cited

1997A study of operations and marketing goal consensus in the banking industry16 cited

2016A Social-Exchange Perspective on Supply Chain Innovation10 cited