References

• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 1985Competitive Advantage: Creating and Sustaining Superior Performance14,723 cited
• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1984A Service Quality Model and its Marketing Implications6,560 cited
• 2015Strategic human resource management3,437 cited
• 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
• 1988The House of Quality2,266 cited
• 1990Quality Function Deployment : Integrating Customer Requirements into Product Design1,680 cited
• 1989Managing quality: the strategic and competitive edge1,087 cited
• 1991Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model563 cited
• 2001Online banking: a field study of drivers, development challenges, and expectations473 cited
• 2003The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China341 cited
• 2005Assessing readiness for six sigma in a service setting164 cited
• 2002A new approach to quality function deployment planning with financial consideration148 cited