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Dealing with productivity and quality indicators in a service environment: some field experiences

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1988The House of Quality2,266 cited
1998The Balanced Scorecard2,187 cited
1987Competing on the Eight Dimensions of Quality1,691 cited
2018Organizational Learning:1,648 cited
1984Designing services that deliver1,272 cited
1988Measure Costs Right: Make the Right Decisions1,061 cited
1987Service Positioning through Structural Change928 cited
2002Profit priorities from activity based costing627 cited
1978A Service‐Orientated Approach to Marketing of Services551 cited
1984Hospital Efficiency Measurement and Evaluation362 cited
1995Production and operations management manufacturing and services345 cited
1994Service Management for Competitive Advantage293 cited
1991Operations as marketing: A competitive service strategy225 cited

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Cited by

2005Service Quality and Competitiveness in the Hospitality Sector55 cited
2006A Structural Equation Model of Customer Satisfaction and Future Purchase of Mail-Order Speciality Food38 cited
2007An Empirical Approach to Service Classification for Productivity Management Studies32 cited
2014Reconceptualizing the Service Paradox in Engineering Companies: Is HR a Missing Link?29 cited
2018Manufacturing servitisation and duration of exports in China29 cited
2001Comparing Quality Management Practices in the Manufacturing and Service Industries: Learning Opportunities29 cited
2011Developing the organization's productivity strategy in various sectors of industry27 cited
2007A method to evaluate service delivery process quality27 cited
2006The effects of customer contact on conformance quality and productivity in Chinese service firms25 cited
2010Productivity measurement and management in large public service organizations18 cited
2008Effects of control mechanisms on positive organizational change16 cited
2008Trust in Online Shopping: The Korean Student Experience12 cited
2004The role of customer experiences in the development of service blueprints12 cited
2010Identifying factors affecting public service productivity11 cited
2011Dienstleistungsproduktivität – Einführung in die theoretischen und praktischen Problemstellungen (Band 2)9 cited
2006Statistical Process Control for Multistage Manufacturing and Service Operations: A Review8 cited