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A Framework for Developing a Quality Strategy in a Customer Processing Operation
5 references·3 citing·24 second hop
A Framework for Developing a Quality Strategy in a Customer Processing Operation (1987)A Framework for Developing a Quality Stra…Managing in the Service Economy (1988)Managing in the Service Econo…Operations management in service industries and the public sector (1986)Operations management in serv…Monitoring and Control in Service Operations (1985)Monitoring and Control in Ser…New Tools for Achieving Service Quality (1984)New Tools for Achieving Servi…Where does the customer fit in a service operation? (1979)Where does the customer fit i…Examining the factors which influence performance measurement and management in the Thai banking industry: an application of the balanced scorecard framework (2004)Examining the factors which i…Service quality: The construct, its dimensionality and its measurement (1996)Service quality: The construc…Service quality: The construct, its dimensionality and its measurement (1996)Service quality: The construc…Theory of the firm: Managerial behavior, agency costs and ownership structure (1976)Case Study Research: Design and Methods (1984)Handbook of Qualitative Research (1994)The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions (1981)Why Productivity in the Hotel Sector is Low (1989)The Different Operations Strategy Planning Process for Service Operations (1991)Information Technology as a Service Operation (1992)London Business School (2021)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Comparative fit indexes in structural models. (1990)Building Customer Loyalty: A customer experience based approach in a tourism context (2009)Measuring Service Quality: A Reexamination and Extension (1992)A Framework for Analyzing Customer Service Orientations in Manufacturing (1989)Quality and effectiveness in Web-based customer support systems (2002)New measurement scales for evaluating perceptions of the technology‐mediated customer service experience (2004)Economic Development and Business Ownership: An Analysis Using Data of 23 OECD Countries in the Period 1976–1996 (2002)A Comparative Longitudinal Analysis of Theoretical Perspectives of Interorganizational Relationship Performance (2007)The Service Profit Chain (2010)„Augenblicke der Wahrheit“ in der Dienstleistungserstellung — Ihre Relevanz und ihre Messung mit Hilfe der Kontaktpunkt-Analyse (1995)HOW PROFESSORS OF OPERATIONS MANAGEMENT VIEW SERVICE OPERATIONS? (1999)Linking a service‐driven market orientation to service quality (2006)The field service function in the electronics industry: Providing a link between customers and production/marketing (1994)Small firms in the tourism industry: some conceptual issues (2000)
this work references cited by second hop

References

  • 1979Where does the customer fit in a service operation?834 cited
  • 1988Managing in the Service Economy504 cited
  • 1984New Tools for Achieving Service Quality127 cited
  • 1986Operations management in service industries and the public sector89 cited
  • 1985Monitoring and Control in Service Operations55 cited

Cited by

  • 1996Service quality: The construct, its dimensionality and its measurement30 cited
  • 1996Service quality: The construct, its dimensionality and its measurement25 cited
  • 2004Examining the factors which influence performance measurement and management in the Thai banking industry: an application of the balanced scorecard framework21 cited

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