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Why Improving Quality Doesn't Improve Quality (or Whatever Happened to Marketing?)

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References

1990Zero defections: quality comes to services.5,373 cited
1995Advances in Services Marketing and Management548 cited

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2007Perceived service quality192 cited
2007The Value of Quality178 cited
2010Customer Satisfaction Heterogeneity and Shareholder Value175 cited
1996Relationship Marketing: the Importance of Customer-Perceived Service Quality in Retail Banking169 cited
2009Does Quality Win? Network Effects versus Quality in High-Tech Markets158 cited
2006The Effect of Service Experiences over Time on a Supplier’s Retention of Business Customers156 cited
2003Does organizational climate add to service quality in hotels?

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2005Consumer Loyalty: Singular, Additive or Interactive?138 cited

1997A review of total quality management in practice: understanding the fundamentals through examples of best practice applications ‐ part III133 cited

2003Internet Pricing, Price Satisfaction, and Customer Satisfaction122 cited