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Business excellence through customer satisfaction
8 references·16 citing·43 second hop
Business excellence through customer satisfaction (2000)Business excellence through customer sati…Measurement of business excellence (1998)Measurement of business excel…Implementation and pitfalls of total quality management (1996)Implementation and pitfalls o…A taxonomy of critical success factors (1996)A taxonomy of critical succes…Organizational culture and leadership (1993)Organizational culture and le…Measuring customer satisfaction (1993)Measuring customer satisfacti…Creating Culture Change: The Key to Successful Total Quality Management (1993)Creating Culture Change: The …A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Delivering Quality Service (1990)Delivering Quality ServiceTQM practices and its performance effects – an integrated model (2019)TQM practices and its perform…The role of employee empowerment in the implementation of continuous improvement (2017)The role of employee empowerm…The impact of management leadership on quality performance throughout a supply chain: an empirical study (2017)The impact of management lead…Excellence models in the non‐profit context: strategies for continuous improvement (2013)Excellence models in the non‐…Customer satisfaction management in Italian banks (2013)Customer satisfaction managem…Modern Analysis of Customer Surveys: with Applications using R (2012)Modern Analysis of Customer S…Total quality management and service quality: an exploratory study of quality management practices and barriers in service industry (2011)Total quality management and …Prioritising the practices of total quality management: An analytic hierarchy process analysis for the service industries (2011)Prioritising the practices of…An interpretive structural modelling approach for modelling the practices of total quality management in service sector (2011)An interpretive structural mo…The relationship between total quality management and quality performance in the service industry: a theoretical model (2010)The relationship between tota…Total Quality Management and employees' involvement: A case study of an Australian organisation (2008)Total Quality Management and …A Self-assessment of Higher Education Institutions from the Perspective of the EFQM Excellence Model (2007)A Self-assessment of Higher E…Continuous improvement framework: implications for academia (2005)Continuous improvement framew…TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness (2004)TQM practices in service orga…A comparison of the strategic priorities of public and private sector information resource management executives (2004)A comparison of the strategic…Using the QFD concept to resolve customer satisfaction strategy decisions (2003)Using the QFD concept to reso…The Probable and The Provable (1977)Chief executives define their own data needs. 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Firm Responses to the Threat of Negative Reputation Spillovers from Alliance Partners’ Environmental Misconduct (2020)Quality culture in the construction industry (1998)Exploring service quality in the health and fitness industry (2007)Customization of quality practices: the impact of quality culture (2011)An innovative approach to make ISO 9000 standards more effective (1998)The relationship between management's perception of total quality service and customer perceptions of service quality (2002)Cloud computing and its impact on economic and environmental performance: A transaction cost economics perspective (2016)The structural impact of total quality management on financial performance relative to competitors through customer satisfaction: A study of Malaysian manufacturing companies (2000)COMPETENCIAS DIRECTIVAS EN ESCENARIOS GLOBALES (2008)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Building and testing theories of decision making by travellers (2004)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Organizational Learning and Communities-of-Practice: Toward a Unified View of Working, Learning, and Innovation (1991)The Commitment-Trust Theory of Relationship Marketing (1994)
this work references cited by second hop

References

  • 1993Organizational culture and leadership16,462 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1990Delivering Quality Service1,326 cited
  • 1998Measurement of business excellence258 cited
  • 1993Measuring customer satisfaction183 cited
  • 1996Implementation and pitfalls of total quality management117 cited
  • 1996A taxonomy of critical success factors111 cited
  • 1993Creating Culture Change: The Key to Successful Total Quality Management99 cited

Cited by

  • 2005Continuous improvement framework: implications for academia142 cited
  • 2012Modern Analysis of Customer Surveys: with Applications using R85 cited
  • 2011Prioritising the practices of total quality management: An analytic hierarchy process analysis for the service industries80 cited
  • 2010The relationship between total quality management and quality performance in the service industry: a theoretical model80 cited
  • 2004TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness79 cited
  • 2004A comparison of the strategic priorities of public and private sector information resource management executives74 cited
  • 2011

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

Total quality management and service quality: an exploratory study of quality management practices and barriers in service industry
73 cited
  • 2007A Self-assessment of Higher Education Institutions from the Perspective of the EFQM Excellence Model73 cited
  • 2019TQM practices and its performance effects – an integrated model72 cited
  • 2017The impact of management leadership on quality performance throughout a supply chain: an empirical study69 cited
  • 2017The role of employee empowerment in the implementation of continuous improvement68 cited
  • 2011An interpretive structural modelling approach for modelling the practices of total quality management in service sector67 cited
  • 2013Excellence models in the non‐profit context: strategies for continuous improvement61 cited
  • 2013Customer satisfaction management in Italian banks59 cited
  • 2008Total Quality Management and employees' involvement: A case study of an Australian organisation55 cited
  • 2003Using the QFD concept to resolve customer satisfaction strategy decisions49 cited