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Evaluating service quality in a UK hotel chain: a case study

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References

1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1994Putting the Service-Profit Chain to Work3,732 cited
1984Designing services that deliver1,272 cited
1987The new marketing—Developing long-term interactive relationships1,070 cited
1996Identification of the Critical Factors of TQM*1,023 cited
1998Service quality: a tutorial205 cited

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2008

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Fuzzy importance‐performance analysis for determining critical service attributes

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