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SERVICE QUALITY GAPS AND THEIR ROLE IN SERVICE ENTERPRISES DEVELOPMENT
14 references·1 citing·32 second hop
SERVICE QUALITY GAPS AND THEIR ROLE IN SERVICE ENTERPRISES DEVELOPMENT (2009)SERVICE QUALITY GAPS AND THEIR ROLE IN SE…Services Marketing Management: A Strategic Perspective (2006)Services Marketing Management…A conceptual model for quality of service in the supply chain (2006)A conceptual model for qualit…Employees' overestimation of functional and relational service quality: A gap analysis (2005)Employees' overestimation of …Service Management (2004)Service ManagementService Management: Operations, Strategy, Information Technology (2003)Service Management: Operation…The Service Economy: Standardisation or Customisation? (2002)The Service Economy: Standard…Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…Enhancement of Service Quality with Job Standardisation (2001)Enhancement of Service Qualit…The service performance gap: testing the redeveloped causal model (2000)The service performance gap: …Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…Service management and marketing: managing the moments of truth in service competition (1990)Service management and market…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…CREATING STRATEGIES FROM TOWS MATRIX FOR STRATEGIC SUSTAINABLE DEVELOPMENT OF KIPAŞ GROUP / DARNAUS VYSTYMOSI KIPAS GRUPĖJE STRATEGIJŲ KŪRIMAS REMIANTIS GGSS MATRICA (2012)CREATING STRATEGIES FROM TOWS…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)Measuring the efficiency of decision making units (1978)Service quality gaps of business customers in the shipping industry (2008)An inventory of theory in logistics and SCM research (2010)Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships (2010)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)An Updated and Streamlined Technology Readiness Index (2014)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Many diversities for many services: Theorizing diversity (management) in service companies (2005)Openness, knowledge, innovation and growth in UK business services (2011)Codification and creativity: knowledge management strategies in KIBS (2012)Customer satisfaction and its measurement in hospitality enterprises (1999)Service quality, customer satisfaction, and behavioral intentions in the service factory (2006)The evolution of the intellectual structure of operations management—1980–2006: A citation/co‐citation analysis (2008)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Understanding Relationship Marketing Outcomes (2002)The relationship marketing process: communication, interaction, dialogue, value (2004)Combinative Effects of Innovation Types and Organizational Performance: A Longitudinal Study of Service Organizations (2009)From Engagement to Co-production: The Contribution of Users and Communities to Outcomes and Public Value (2012)
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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
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 2003Service Management: Operations, Strategy, Information Technology1,083 cited
  • 2004Service Management722 cited
  • 2002The Service Economy: Standardisation or Customisation?141 cited
  • 2006A conceptual model for quality of service in the supply chain119 cited
  • 2006Services Marketing Management: A Strategic Perspective86 cited
  • 2000The service performance gap: testing the redeveloped causal model63 cited
  • 2005Employees' overestimation of functional and relational service quality: A gap analysis55 cited
  • 2001Enhancement of Service Quality with Job Standardisation52 cited

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  • 2012CREATING STRATEGIES FROM TOWS MATRIX FOR STRATEGIC SUSTAINABLE DEVELOPMENT OF KIPAŞ GROUP / DARNAUS VYSTYMOSI KIPAS GRUPĖJE STRATEGIJŲ KŪRIMAS REMIANTIS GGSS MATRICA36 cited