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An application of six sigma methodology to enhance leisure service quality
14 references·1 citing·28 second hop
An application of six sigma methodology to enhance leisure service quality (2009)An application of six sigma methodology t…An application of Six Sigma methodology to reduce the engine-overheating problem in an automotive company (2005)An application of Six Sigma m…Service quality evaluation by service quality performance matrix (2003)Service quality evaluation by…ADAPTING THE QFD APPROACH TO EXTENDED SERVICE TRANSACTIONS (1999)ADAPTING THE QFD APPROACH TO …Service Quality Deployment: Quality Service by Design (1993)Service Quality Deployment: Q…Importance‐Performance Analysis and the Measurement of Service Quality (1993)Importance‐Performance Analys…Adapting the SERVQUAL scale to hospital services: an empirical investigation. (1992)Adapting the SERVQUAL scale t…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Zero defections: quality comes to services. (1990)Zero defections: quality come…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…A Customer‐based Competitive Analysis for Logistics Decisions (1990)A Customer‐based Competitive …The 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…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The Incline of Quality (1982)The Incline of QualityDetermining critical service quality from the view of performance influence (2013)Determining critical service …Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL revisited: a critical review of service quality (1996)Logistics Service Quality as a Segment-Customized Process (2001)Measuring Service Quality in E-Retailing (2006)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)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)The Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and their Banks in the UK1 (1996)Service quality in the banking sector: the impact of technology on service delivery (1999)A synthesis of contemporary market orientation perspectives (2001)Developing the Models of Service Quality Gaps: A Critical Discussion (2010)Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines (2013)Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry (2013)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)QUALITY PROBLEMS, POLICIES, AND ATTITUDES IN THE UNITED STATES AND JAPAN: AN EXPLORATORY STUDY. (1986)Marketing's role in product and service quality (1988)Customer switching behaviour in the Chinese retail banking industry (2010)
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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
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1988The House of Quality2,266 cited
  • 1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.1,236 cited
  • 1993Importance‐Performance Analysis and the Measurement of Service Quality319 cited
  • 1982The Incline of Quality209 cited
  • 2003Service quality evaluation by service quality performance matrix208 cited
  • 1990A Customer‐based Competitive Analysis for Logistics Decisions127 cited
  • 1999ADAPTING THE QFD APPROACH TO EXTENDED SERVICE TRANSACTIONS95 cited
  • 2005An application of Six Sigma methodology to reduce the engine-overheating problem in an automotive company77 cited
  • 1993Service Quality Deployment: Quality Service by Design43 cited

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  • 2013Determining critical service quality from the view of performance influence

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23 cited