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Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective

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References

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1984A Service Quality Model and its Marketing Implications6,560 cited
1990Zero defections: quality comes to services.5,373 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1992Corporate Culture and Performance3,389 cited
1988The House of Quality2,266 cited
1992Marketing Services: Competing Through Quality2,178 cited
1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
1990The profitable art of service recovery.1,447 cited
1991Understanding Customer Expectations of Service1,403 cited
1982Competitive strategy: Techniques for analysing industries and competitors1,378 cited
1984Designing services that deliver1,272 cited
1991Two Approaches to Service Quality Dimensions709 cited
1987Moments of Truth614 cited
1985A passion for excellence

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579 cited

Cited by

2005Consequences of market orientation for customers and employees92 cited
2010Relative efficacy of organizational support and personality traits in predicting service recovery and job performances: a study of frontline employees in Turkey70 cited
2006The effect of management commitment to service quality on frontline employees' affective and performance outcomes: an empirical investigation of the New Zealand public healthcare sector63 cited
2002The determinants of service quality: issues for purchasing61 cited
2009Frontline employees' views on organizational factors that affect the delivery of service quality in call centers58 cited
2002The relationship between employees' perceptions of organizational climate and customer retention rates in a major UK retail bank56 cited
2008Which management practices are contributory to service quality?49 cited
2010What are the fundamental features supporting service quality?47 cited
2011Service quality in supply chain: empirical evidence from Indian automotive industry42 cited
2016Factors affecting service recovery performance and customer service employees39 cited
2008Assessing and differentiating the quality of Internet-based services: a case of online banking in Taiwan26 cited
2014Human resource management factors and service recovery performance in Malaysian life insurance industry25 cited
2015Service-Oriented Organizational Citizenship Behavior, Perceived Service Quality and Customer Satisfaction in Hospitality Industry25 cited
2006Emerging perspectives on customer relationships, interactions and loyalty in Irish retail financial services25 cited
2019Predicting overall Staffs’ Creativity and Innovative Work Behavior in Banking24 cited
2012Um estudo bibliométrico sobre a evolução da pesquisa da qualidade em serviço20 cited