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
• 1992Introduction to Statistical Quality Control7,842 cited
• 1989Taguchi Techniques for Quality Engineering2,721 cited
• 1984Strategic Management and Marketing in the Service Sector1,667 cited
• 1995A review of multivariate control charts703 cited
• 1999Research Issues and Ideas in Statistical Process Control631 cited
• 1991Multivariate Quality Control Based on Regression-Adjusted Variables378 cited
• 1986Group Decision Making under Multiple Criteria: Methods and Applications378 cited
• 1993Regression Adjustment for Variables in Multivariate Quality Control355 cited
• 1999Operations, Quality, and Profitability in the Provision of Banking Services297 cited
• 2000The State of Statistical Process Control as We Proceed into the 21st Century260 cited
• 1993A Review and Analysis of Cause-Selecting Control Charts247 cited
• 1997Designing a Multivariate EWMA Control Chart228 cited
• 1969The Regression Control Chart221 cited