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Managing and improving service quality in higher education
16 references·9 citing·40 second hop
Managing and improving service quality in higher education (2013)Managing and improving service quality in…Winning the Service Game (2010)Winning the Service GameThe Service Profit Chain (2010)The Service Profit ChainLean production, six sigma quality, TQM and company culture (2006)Lean production, six sigma qu…Service quality models: a review (2005)Service quality models: a rev…Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education (2004)Importance‐performance analys…Examination of the dimensions of quality in higher education (2004)Examination of the dimensions…The relationship between service quality and customer satisfaction – a factor specific approach (2002)The relationship between serv…Managing Service Organizations: Does Having a “Thing” Make a Difference? (2002)Managing Service Organization…E‐complaining: a content analysis of an Internet complaint forum (2001)E‐complaining: a content anal…Total quality management in UK higher education institutions (1999)Total quality management in U…Business @ the Speed of Thought (1999)Business @ the Speed of Thoug…Total quality management in SMEs (1996)Total quality management in S…Reengineering Work: Don’t Automate, Obliterate (1990)Reengineering Work: Don’t Aut…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…The PIMS principles: Linking strategy to performance (1989)The PIMS principles: Linking …Out of the Crisis (1982)Out of the CrisisInvestigating employee performance in higher education: The role of satisfaction and commitment (2023)Investigating employee perfor…Unveiling the International Students’ Perspective of Service Quality in Chinese Higher Education Institutions (2021)Unveiling the International S…Service quality of student services and student satisfaction: the mediating effect of cross-functional collaboration (2020)Service quality of student se…Engagement for quality development in higher education: a process for quality assurance of assessment (2020)Engagement for quality develo…Impact of Service Quality, Satisfaction and Corporate Image on Loyalty: A Study of a Publicly Traded for-Profit University (2019)Impact of Service Quality, Sa…Understanding service quality: insights from the literature (2018)Understanding service quality…The process approach to service quality management (2018)The process approach to servi…Applying lean thinking in an educational institute – an action research (2017)Applying lean thinking in an …Evaluation of Service Quality of Private Higher Education Using Service Improvement Matrix (2016)Evaluation of Service Quality…Putting the Service-Profit Chain to Work (1994)The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER. (2001)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Steps toward a science of service systems (2007)Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach (2009)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)An analysis of the e‐service literature: towards a research agenda (2006)What accounts for students' loyalty? Some field study evidence (2007)Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach (2018)The Dimensions, Antecedents, and Consequences of Emotional Labor (1996)Trust And Distrust: New Relationships and Realities (1998)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Evolving to a New Dominant Logic for Marketing (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Influence of Corporate Social Responsibility on Loyalty and Valuation of Services (2005)The influence of market heterogeneity on the relationship between a destination's image and tourists’ future behaviour (2006)Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study (2008)The fifth discipline, the art and practice of the learning organization (1991)The machine that changed the world (1992)Lean Thinking—Banish Waste and Create Wealth in your Corporation (1997)Defining lean production: some conceptual and practical issues (2009)Four decades of lean: a systematic literature review (2012)The integration of lean manufacturing, Six Sigma and sustainability: A literature review and future research directions for developing a specific model (2016)Information Technology As A Factor Of Production: The Role Of Differences Among Firms (1995)Information Technology and Productivity: A Review of the Literature (1996)Information Technology, Workplace Organization and the Demand for Skilled Labor: Firm-Level Evidence (1999)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Role congruity theory of prejudice toward female leaders. (2002)Transformational, transactional, and laissez-faire leadership styles: A meta-analysis comparing women and men. (2003)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)TQM as a management system consisting of values, techniques and tools (2000)Six sigma in small‐ and medium‐sized UK manufacturing enterprises (2005)Resilience and competitiveness of small and medium size enterprises: an empirical research (2011)First-mover advantages (1988)Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis (1993)Innovation, organizational capabilities, and the born-global firm (2004)
this work references cited by second hop

References

  • 1982Out of the Crisis7,278 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1990Reengineering Work: Don’t Automate, Obliterate2,922 cited
  • 1989The PIMS principles: Linking strategy to performance1,302 cited
  • 2010The Service Profit Chain1,034 cited
  • 2005Service quality models: a review1,007 cited
  • 2002The relationship between service quality and customer satisfaction – a factor specific approach897 cited
  • 2010Winning the Service Game859 cited
  • 2006Lean production, six sigma quality, TQM and company culture693 cited
  • 1996Total quality management in SMEs551 cited
  • 2004Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education497 cited
  • 1999Business @ the Speed of Thought476 cited
  • 1999Total quality management in UK higher education institutions362 cited
  • 2002Managing Service Organizations: Does Having a “Thing” Make a Difference?325 cited
  • 2001E‐complaining: a content analysis of an Internet complaint forum315 cited
  • 2004Examination of the dimensions of quality in higher education

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308 cited

Cited by

  • 2016Evaluation of Service Quality of Private Higher Education Using Service Improvement Matrix90 cited
  • 2020Engagement for quality development in higher education: a process for quality assurance of assessment78 cited
  • 2018Understanding service quality: insights from the literature62 cited
  • 2020Service quality of student services and student satisfaction: the mediating effect of cross-functional collaboration50 cited
  • 2017Applying lean thinking in an educational institute – an action research44 cited
  • 2018The process approach to service quality management40 cited
  • 2021Unveiling the International Students’ Perspective of Service Quality in Chinese Higher Education Institutions32 cited
  • 2019Impact of Service Quality, Satisfaction and Corporate Image on Loyalty: A Study of a Publicly Traded for-Profit University32 cited
  • 2023Investigating employee performance in higher education: The role of satisfaction and commitment1 cited