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Developing customer oriented service: a case study

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References

1991Firm Resources and Sustained Competitive Advantage48,209 cited
2004Firm resources and sustained competitive advantage38,157 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1987Developing Buyer-Seller Relationships9,139 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
2015Strategic human resource management3,437 cited
1984Attractive Quality and Must-Be Quality3,436 cited
1995Total quality management as competitive advantage: A review and empirical study2,640 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
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1992Marketing Services: Competing Through Quality2,178 cited
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2004The One Number You Need to Grow2,034 cited

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1988

Communication and Control Processes in the Delivery of Service Quality

2,030 cited

Cited by

2006Customer experience management — A case study of an Indian bank42 cited
2015Is organizational citizenship behavior an attractive behavior for managers? A Kano model approach32 cited
2012Challenges in serving the mass affluent segment: bank customer perceptions of service quality32 cited
2015Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java21 cited
2019Service Quality and Customer Loyalty in a Post-Crisis Context. Prediction-Oriented Modeling to Enhance the Particular Importance of a Social and Sustainable Approach21 cited
2012Revisited The Importance and Performance Analysis (IPA) and Kano Model for Customer Satisfaction Measurement7 cited