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Improving service quality: Learning from manufacturing
3 references·16 citing·41 second hop
Improving service quality: Learning from manufacturing (1993)Improving service quality: Learning from …Zero defections: quality comes to services. (1990)Zero defections: quality come…The profitable art of service recovery. (1990)The profitable art of service…My Employees are My Service Guarantee (1989)My Employees are My Service G…Effective TQM Implementation in the Service Industry: A Proposed Framework (2021)Effective TQM Implementation …Cleaner production practices at company level enhance the desire of employees to have a significant positive impact on society through work (2020)Cleaner production practices …Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty (2016)Internet Banking Service Qual…Twenty years research on lean management in services: results from a meta-review (2015)Twenty years research on lean…Role of trust and customer loyalty in reducing perceived security risk in internet banking (2013)Role of trust and customer lo…Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan (2012)Service Quality, Customer Sat…Customer Service Quality Perception of Internet Banking (2012)Customer Service Quality Perc…Assessing the risks of service failures based on ripple effects: A Bayesian network approach (2011)Assessing the risks of servic…Inter-Relationship of Web Site Interactivity and Customer Outcomes (2010)Inter-Relationship of Web Sit…Impact of the Internet on Customer Loyalty in Swedish Banks (2006)Impact of the Internet on Cus…Service Quality in Internet e-Banking: A User-Based Core Framework (2005)Service Quality in Internet e…Leveraging the work force using information technology: a financial service case study (2004)Leveraging the work force usi…The key determinants of Internet banking service quality: a content analysis (2001)The key determinants of Inter…Application of root cause analysis in a service delivery operational environment (1997)Application of root cause ana…TQM in the service sector (1996)TQM in the service sectorService Quality Perceptions in The Banking Industry: Major Dimensions (1970)Service Quality Perceptions i…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)Measuring Service Quality: A Reexamination and Extension (1992)The Critical Incident Technique in Service Research (2004)Consumers’ attitudes towards online and mobile banking in China (2005)Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model (2018)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Operational improvement competence and service recovery performance: The moderating effects of role stress and job resources (2015)A Bayesian network model for resilience-based supplier selection (2016)A Fuzzy-bayesian Model for Risk Assessment in Power Plant Projects (2016)The Commitment-Trust Theory of Relationship Marketing (1994)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Consumers’ Issues and Concerns of Perceived Risk of Information Security in Online Framework. The Marketing Strategies (2012)Antecedents of Customer Satisfaction In Internet Banking: Technology Acceptance Model (TAM) Redefined (2013)Omnichannel retailing with brand engagement, trust and loyalty in banking: the moderating role of personal innovativeness (2023)Understanding TQM in service systems (1995)Effects of Total Quality Management (TQM) Dimensions on Innovation—Evidence from SMEs (2021)The impact of quality management practices on knowledge management processes: a study of a social security corporation in Jordan (2021)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach (2013)Assessing the intentions to use internet banking (2018)Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction (2021)A Service Quality Model and its Marketing Implications (1984)E-banking Functionality and Outcomes of Customer Satisfaction: An Empirical Investigation (2011)A Comparative Study on Online Service Quality Perception of Two Major Regional Economies (2012)Quality Is Free: The Art of Making Quality Certain (1979)What is total quality control the japanese way (1985)The relationship between total quality management practices and their effects on firm performance (2003)A New Conceptual Model for Excellence in Business Towards Sustainable Development (2023)TQM and sustainability: a study of the methods and CSFs of TQM for achieving sustainability (2023)Impact of Total quality management on cleaning companies in Finland: A Focus on organisational performance and customer satisfaction (2024)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Service recovery: Impact on satisfaction and intentions (1995)Employee commitment in retail banking: identifying and exploring hidden dangers (1999)The impact of service failure severity on service recovery evaluations andpost‐recovery relationships (2004)
this work references cited by second hop

References

  • 1990Zero defections: quality comes to services.5,435 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1989My Employees are My Service Guarantee79 cited

Cited by

  • 2001The key determinants of Internet banking service quality: a content analysis631 cited
  • 2012Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan51 cited
  • 1996TQM in the service sector47 cited
  • 2021Effective TQM Implementation in the Service Industry: A Proposed Framework36 cited
  • 2011Assessing the risks of service failures based on ripple effects: A Bayesian network approach32 cited
  • 1970Service Quality Perceptions in The Banking Industry: Major Dimensions25 cited
  • 2010Inter-Relationship of Web Site Interactivity and Customer Outcomes24 cited
  • 2020Cleaner production practices at company level enhance the desire of employees to have a significant positive impact on society through work24 cited
  • 1997Application of root cause analysis in a service delivery operational environment22 cited
  • 2005Service Quality in Internet e-Banking: A User-Based Core Framework21 cited
  • 2013Role of trust and customer loyalty in reducing perceived security risk in internet banking20 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2006Impact of the Internet on Customer Loyalty in Swedish Banks20 cited
  • 2004Leveraging the work force using information technology: a financial service case study17 cited
  • 2016Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty17 cited
  • 2012Customer Service Quality Perception of Internet Banking15 cited
  • 2015Twenty years research on lean management in services: results from a meta-review10 cited