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New Tools for Achieving Service Quality
0 references·16 citing·53 second hopsampled
New Tools for Achieving Service Quality (1984)New Tools for Achieving Service QualityLiterature review on service quality in hospitality and tourism (1984-2014) (2017)Literature review on service …Continuous improvement methodologies and practices in hospitality and tourism (2017)Continuous improvement method…Spa Revenue Management (2008)Spa Revenue ManagementLinking a service‐driven market orientation to service quality (2006)Linking a service‐driven mark…Measuring performance in multi‐stage service operations: An application of cause selecting control charts (2005)Measuring performance in mult…PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE* (2003)PIECING TOGETHER SERVICE QUAL…The Culture of the British Police: Views of Police Officers (2002)The Culture of the British Po…Lessons from hospitality that can serve anyone (2001)Lessons from hospitality that…New approaches to HRM in the UK hotel industry (1999)New approaches to HRM in the …HOW PROFESSORS OF OPERATIONS MANAGEMENT VIEW SERVICE OPERATIONS? (1999)HOW PROFESSORS OF OPERATIONS …TQM in American Hotels (1998)TQM in American HotelsThe manufacturing TQM and service quality literatures: synergistic or conflicting paradigms? (1998)The manufacturing TQM and ser…„Augenblicke der Wahrheit“ in der Dienstleistungserstellung — Ihre Relevanz und ihre Messung mit Hilfe der Kontaktpunkt-Analyse (1995)„Augenblicke der Wahrheit“ in…Communicative Aspects of the Service Encounter (1994)Communicative Aspects of the …Dimensions of Fitness Services: Development of a Model (1987)Dimensions of Fitness Service…A Framework for Developing a Quality Strategy in a Customer Processing Operation (1987)A Framework for Developing a …Assessing Measurement Error in Key Informant Reports: A Methodological Note on Organizational Analysis in Marketing (1981)How to Design a Service (1982)Problems and Strategies in Services Marketing (1985)Empirical Research Published in Production and Operations Management (1992–2005): Trends and Future Research Directions (2006)Examining competitive priorities and competitive advantage in service organisations using Importance‐Performance Analysis matrix (2011)Quality control game model in logistics service supply chain based on different combinations of risk attitude (2014)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Research methods for business: A skill building approach (1993)Principles and Practice of Structural Equation Modeling (1998)Bridge over troubled water or long and winding road? (2009)Assessing the relationship between market orientation and business performance in the hotel industry – the mediating role of service quality (2018)Revisiting perceived service quality in higher education: uncovering service quality dimensions for postgraduate students (2019)HUMAN RESOURCE MANAGEMENT AND INDUSTRIAL RELATIONS[1] (1987)Linking Competitive Strategies with Human Resource Management Practices (1987)Human Resource Bundles and Manufacturing Performance: Organizational Logic and Flexible Production Systems in the World Auto Industry (1995)Work‐life balance initiatives: implications for women (2004)Work-Family Conflict as a Cause for Turnover Intentions in the Hospitality Industry (2010)THE EFFECT OF MANAGEMENT COMMITMENT TO SERVICE QUALITY ON JOB EMBEDDEDNESS AND PERFORMANCE OUTCOMES (2012)Delivering quality service: balancing customer perceptions and expectations (1990)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Customer satisfaction with waits in multi‐stage services (2007)Unpacking Team Familiarity: The Effects of Geographic Location and Hierarchical Role (2011)Does employee satisfaction influence customer satisfaction? Assessing coffee shops through the service profit chain model (2021)Out of the Crisis (1982)Introduction to Statistical Quality Control (1992)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Monitoring and Diagnosing Multistage Processes: A Review of Cause Selecting Control Charts (2008)Model for Predicting Financial Performance of Development and Construction Corporations (2009)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Towards a contingency theory of TQM in services ‐ How implementation varies on the basis of volume and variety (2001)Performance monitoring and quality outcomes in contracted services (2002)Learning during the quality management process (2005)Atmospherics as a Marketing Tool (1974)Power: The Inner Experience (1975)Exploring service quality in the health and fitness industry (2007)Expectations, satisfaction and loyalty in health and fitness clubs (2009)Exploring fitness centre consumer loyalty: differences of non-profit and low-cost business models in Spain (2018)The critical incident technique. (1954)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Interdependenzen zwischen Absatz und Produktion in Dienstleistungsunternehmen und ihre Auswirkungen auf konzeptionelle Fragen des Absatzmarketing (1994)Prozessuale Zufriedenheitsermittlung und Zufriedenheitsdynamik bei Dienstleistungen (1997)Blueprinting — Grundlage des Managements von Dienstleistungsunternehmen (2000)Critical Incident Technique (2007)InterViews: An introduction to qualitative research interviewing (1997)Knowledge Management Systems: Value Shop Creation (2006)Stages of knowledge management technology in the value shop: the case of police investigation performance (2006)Organizational culture as determinant of enterprise information systems use in police investigations (2007)The Politics of the Police (2010)A Service Quality Model and its Marketing Implications (1984)Linking employees’ affective commitment and knowledge sharing for an increased customer orientation (2019)How does quality of mobile food delivery services influence customer loyalty? Gronroos’s service quality perspective (2022)Combating quiet quitting: implications for future research and practices for talent management (2023)
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  • 1999HOW PROFESSORS OF OPERATIONS MANAGEMENT VIEW SERVICE OPERATIONS?134 cited
  • 1995„Augenblicke der Wahrheit“ in der Dienstleistungserstellung — Ihre Relevanz und ihre Messung mit Hilfe der Kontaktpunkt-Analyse126 cited
  • 2006Linking a service‐driven market orientation to service quality117 cited
  • 2017Literature review on service quality in hospitality and tourism (1984-2014)98 cited
  • 1987Dimensions of Fitness Services: Development of a Model92 cited
  • 1999New approaches to HRM in the UK hotel industry80 cited
  • 2003PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*77 cited
  • 2002The Culture of the British Police: Views of Police Officers76 cited
  • 1998The manufacturing TQM and service quality literatures: synergistic or conflicting paradigms?70 cited
  • 2005Measuring performance in multi‐stage service operations: An application of cause selecting control charts58 cited
  • 2008Spa Revenue Management57 cited
  • 1994Communicative Aspects of the Service Encounter53 cited
  • 1998TQM in American Hotels50 cited
  • 2001Lessons from hospitality that can serve anyone49 cited
  • 1987

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A Framework for Developing a Quality Strategy in a Customer Processing Operation
45 cited
  • 2017Continuous improvement methodologies and practices in hospitality and tourism45 cited