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Service quality along the supply chain: implications for purchasing

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References

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1992Measuring Service Quality: A Reexamination and Extension10,646 cited
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1974Foundations of Behavioral Research7,346 cited
1982Mail and Telephone Surveys: The Total Design Method.6,852 cited
1994Putting the Service-Profit Chain to Work3,732 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1998The Balanced Scorecard2,187 cited
1998Putting the Balanced Scorecard to Work2,180 cited
1989An Instrument for Measuring the Critical Factors of Quality Management2,032 cited
1988Communication and Control Processes in the Delivery of Service Quality

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2,030 cited

1994A framework for quality management research and an associated measurement instrument1,968 cited

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