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DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS

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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
1985Competitive Advantage: Creating and Sustaining Superior Performance14,723 cited
1984Research in Organizational Behavior10,806 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1985Competitive advantage, creating and sustaining superior performance10,284 cited
1982Out of the Crisis7,278 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1979Quality Is Free: The Art of Making Quality Certain2,574 cited
1978Strategy formulation : analytical concepts2,525 cited
1982Quality, productivity, and competitive position2,278 cited

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1992An empirical assessment of the SERVQUAL scale2,126 cited

Cited by

2002AIMQ: a methodology for information quality assessment1,611 cited
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2003Trust and commitment influences on customer retention: insights from business-to-business services674 cited
2012What is Quality? An Integrative Framework of Processes and States525 cited
2001Behavioural responses to customer satisfaction: an empirical study456 cited
2000Unraveling the Determinants and Consequences of an Innovation-Supportive Organizational Culture406 cited
2000The impact of design management and process management on quality: an empirical investigation395 cited
1996Beyond Process: TQM Content and Firm Performance395 cited
2008An extended model of the antecedents and consequences of consumer satisfaction for hospitality services395 cited
2014Accountability and the Promise of Performance: In Search of the Mechanisms389 cited
2010An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping360 cited
2004The impact of supply chain relationship quality on quality performance355 cited
2002The multidimensionality of TQM practices in determining quality and innovation performance — an empirical examination346 cited
2000A Contingent View of Quality Management‐The Impact of International Competition on Quality331 cited
1997An international study of quality improvement approach and firm performance321 cited
2004Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth*298 cited