SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Benchmarking quality goals in service systems
16 references·3 citing·28 second hop
Benchmarking quality goals in service systems (1998)Benchmarking quality goals in service sys…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Service Management for Competitive Advantage (1994)Service Management for Compet…A revised view of service quality dimensions: An empirical investigation (1994)A revised view of service qua…The Strategic Management of Corporate Change (1993)The Strategic Management of C…Towards a Classification of Service Processes (1992)Towards a Classification of S…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…The Service Factory (1988)The Service FactoryThe House of Quality (1988)The House of QualitySERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Competing on the Eight Dimensions of Quality (1987)Competing on the Eight Dimens…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Quality planning and analysis (1970)Quality planning and analysisTrust recovery tactics after double deviation: better sooner than later? (2018)Trust recovery tactics after …Quality and electronic commerce: a partnership for growth (2003)Quality and electronic commer…Service quality: guidelines for marketers (1999)Service quality: guidelines f…Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Developing Buyer-Seller Relationships (1987)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Zero defections: quality comes to services. (1990)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Quality, satisfaction and behavioral intentions (2000)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Customer value: The next source for competitive advantage (1997)Evolving to a New Dominant Logic for Marketing (2003)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)The Capabilities of Market-Driven Organizations (1994)Performance measurement system design (1995)
this work references cited by second hop

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
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1988The House of Quality2,266 cited
  • 1987Competing on the Eight Dimensions of Quality1,691 cited
  • 1970Quality planning and analysis896 cited
  • 1992Towards a Classification of Service Processes524 cited
  • 1993The Strategic Management of Corporate Change369 cited
  • 1994Service Management for Competitive Advantage293 cited
  • 1988The Service Factory258 cited

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

  • 1994A revised view of service quality dimensions: An empirical investigation253 cited
  • Cited by

    • 1999Service quality: guidelines for marketers29 cited
    • 2018Trust recovery tactics after double deviation: better sooner than later?23 cited
    • 2003Quality and electronic commerce: a partnership for growth18 cited