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Managing service quality for competitive advantage in small engineering firms
16 references·5 citing·38 second hop
Managing service quality for competitive advantage in small engineering firms (1999)Managing service quality for competitive …Understanding the small business sector (1995)Understanding the small busin…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …Service Quality Measurement (1993)Service Quality MeasurementQualitative Methods in Management Research. (1993)Qualitative Methods in Manage…Measuring service quality and its relationship to future consumer behavior. (1993)Measuring service quality and…Five imperatives for improving service quality (1991)Five imperatives for improvin…Some Exploratory Models for Assessing Small Firms′ Marketing Performance (A Qualitative Approach) (1990)Some Exploratory Models for A…Delivering Quality Service (1990)Delivering Quality ServiceDefining and Measuring the Quality of Customer Service (1990)Defining and Measuring the Qu…The service-quality puzzle (1988)The service-quality puzzleConsumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…The Evolution of Marketing in Small Firms (1985)The Evolution of Marketing in…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Marketing: Theory and Practice (1983)Marketing: Theory and PracticeImpact of Service Quality and Service Innovations on Competitive Advantage in Retailing (2019)Impact of Service Quality and…Service Quality and Customer Satisfaction in the Electronic Banking (2017)Service Quality and Customer …QoS in the internal supply chain: the next lever of competitive advantage and organisational performance (2012)QoS in the internal supply ch…“Method in their madness”: understanding the behaviour of VSE owner‐managers (2011)“Method in their madness”: un…European Retail Research (2009)European Retail ResearchCoefficient Alpha and the Internal Structure of Tests (1951)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)An empirical assessment of the SERVQUAL scale (1992)The Commitment-Trust Theory of Relationship Marketing (1994)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Delivering quality service: balancing customer perceptions and expectations (1990)Managing service quality in higher education: the role of the student as primary consumer (1995)Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1 (1997)Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors (2004)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)E‐service quality: a model of virtual service quality dimensions (2003)Bad apples, bad cases, and bad barrels: Meta-analytic evidence about sources of unethical decisions at work. (2010)Consumer engagement in online brand communities: a social media perspective (2015)Knowledge‐based resources, entrepreneurial orientation, and the performance of small and medium‐sized businesses (2003)Entrepreneurial orientation and small business performance: a configurational approach (2004)Entrepreneurship, Innovation and Economic Growth: Evidence from GEM data (2005)Grounded Theory in Management Research (2003)Case Study: A Strategic Research Methodology (2008)FEDS: a Framework for Evaluation in Design Science Research (2014)The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations (2000)Service quality and customer loyalty perspectives on two levels of retail relationships (2003)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Building and testing theories of decision making by travellers (2004)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1995Understanding the small business sector4,296 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1993Qualitative Methods in Management Research.2,306 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
  • 1990Delivering Quality Service1,326 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment678 cited
  • 1983Marketing: Theory and Practice625 cited
  • 1988The service-quality puzzle550 cited
  • 1991Five imperatives for improving service quality521 cited
  • 1990Defining and Measuring the Quality of Customer Service418 cited
  • 1993Service Quality Measurement347 cited
  • 1985The Evolution of Marketing in Small Firms219 cited
  • 1993Measuring service quality and its relationship to future consumer behavior.217 cited

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  • 1990Some Exploratory Models for Assessing Small Firms′ Marketing Performance (A Qualitative Approach)213 cited
  • Cited by

    • 2019Impact of Service Quality and Service Innovations on Competitive Advantage in Retailing38 cited
    • 2017Service Quality and Customer Satisfaction in the Electronic Banking33 cited
    • 2012QoS in the internal supply chain: the next lever of competitive advantage and organisational performance19 cited
    • 2009European Retail Research12 cited
    • 2011“Method in their madness”: understanding the behaviour of VSE owner‐managers9 cited