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THE IMPACT OF HUMAN ERROR ON DELIVERING SERVICE QUALITY
13 references·16 citing·33 second hop
THE IMPACT OF HUMAN ERROR ON DELIVERING SERVICE QUALITY (1999)THE IMPACT OF HUMAN ERROR ON DELIVERING S…Marketing Theory and Applications (2010)Marketing Theory and Applicat…The Bell Curve: Intelligence and Class Structure in American Life. (1995)The Bell Curve: Intelligence …Cognitive systems engineering (1995)Cognitive systems engineeringProcess Innovation: Reengineering Work through Information Technology (1994)Process Innovation: Reenginee…A typology of retail failures and recoveries (1993)A typology of retail failures…Human Error (1990)Human ErrorNew technology and human error (1988)New technology and human errorSkills, rules, and knowledge; signals, signs, and symbols, and other distinctions in human performance models (1983)Skills, rules, and knowledge;…Handbook of human-reliability analysis with emphasis on nuclear power plant applications. Final report (1983)Handbook of human-reliability…Conscious Contents Provide the Nervous System with Coherent, Global Information (1983)Conscious Contents Provide th…Architecture of Cognition (1983)Architecture of CognitionHandbook of human reliability analysis with emphasis on nuclear power plant applications (1981)Handbook of human reliability…Categorization of action slips. (1981)Categorization of action slip…Does service quality increase the level of banks performance (2019)Does service quality increase…The Impact of Service Improvisation Competence on Customer Satisfaction: Evidence from the Hospitality Industry (2018)The Impact of Service Improvi…Investigating the role of knowledge transfer in supply chain collaboration (2018)Investigating the role of kno…Service firm capabilities and performance: Contingent analysis of customer contact (2015)Service firm capabilities and…Managing operational disruptions through capital adequacy and process improvement (2015)Managing operational disrupti…The relationships among leadership, goal orientation, and service quality in high-contact service industries: An empirical study (2011)The relationships among leade…Service sabotage: The dark side of service dynamics (2009)Service sabotage: The dark si…Commonalities and differences between service and manufacturing supply chains: Combining operations management studies with supply chain management (2009)Commonalities and differences…Applying the TOC five‐step focusing process in the service sector (2007)Applying the TOC five‐step fo…Uncertainty Reduction Approaches, Uncertainty Coping Approaches, and Process Performance in Financial Services (2006)Uncertainty Reduction Approac…The antecedents and consequences of service customer citizenship and badness behavior (2006)The antecedents and consequen…Linking e‐service quality and markups: The role of imperfect information in the supply chain (2006)Linking e‐service quality and…Designing service processes: a design factor based process model (2006)Designing service processes: …PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE* (2003)PIECING TOGETHER SERVICE QUAL…THE HUMAN SIDE OF MISTAKE‐PROOFING (2001)THE HUMAN SIDE OF MISTAKE‐PRO…A LONGITUDINAL STUDY OF THE EFFECT OF A SERVICE GUARANTEE ON SERVICE QUALITY (2001)A LONGITUDINAL STUDY OF THE E…The Principles of Psychology (1891)Plans and the structure of behavior. 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this work references cited by second hop

References

  • 1990Human Error5,105 cited
  • 1983Architecture of Cognition5,041 cited
  • 1995The Bell Curve: Intelligence and Class Structure in American Life.3,998 cited
  • 1983Skills, rules, and knowledge; signals, signs, and symbols, and other distinctions in human performance models3,432 cited
  • 1981Categorization of action slips.1,736 cited
  • 1983Handbook of human-reliability analysis with emphasis on nuclear power plant applications. Final report1,460 cited
  • 1995Cognitive systems engineering993 cited
  • 1993A typology of retail failures and recoveries871 cited
  • 1994Process Innovation: Reengineering Work through Information Technology780 cited
  • 1988New technology and human error645 cited
  • 2010Marketing Theory and Applications377 cited
  • 1981Handbook of human reliability analysis with emphasis on nuclear power plant applications215 cited
  • 1983Conscious Contents Provide the Nervous System with Coherent, Global Information160 cited

Cited by

  • 2011The relationships among leadership, goal orientation, and service quality in high-contact service industries: An empirical study78 cited
  • 2003PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*

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77 cited
  • 2009Service sabotage: The dark side of service dynamics77 cited
  • 2006The antecedents and consequences of service customer citizenship and badness behavior72 cited
  • 2001THE HUMAN SIDE OF MISTAKE‐PROOFING72 cited
  • 2001A LONGITUDINAL STUDY OF THE EFFECT OF A SERVICE GUARANTEE ON SERVICE QUALITY69 cited
  • 2018The Impact of Service Improvisation Competence on Customer Satisfaction: Evidence from the Hospitality Industry59 cited
  • 2018Investigating the role of knowledge transfer in supply chain collaboration53 cited
  • 2007Applying the TOC five‐step focusing process in the service sector51 cited
  • 2006Linking e‐service quality and markups: The role of imperfect information in the supply chain47 cited
  • 2006Uncertainty Reduction Approaches, Uncertainty Coping Approaches, and Process Performance in Financial Services46 cited
  • 2015Managing operational disruptions through capital adequacy and process improvement30 cited
  • 2019Does service quality increase the level of banks performance22 cited
  • 2015Service firm capabilities and performance: Contingent analysis of customer contact22 cited
  • 2006Designing service processes: a design factor based process model20 cited
  • 2009Commonalities and differences between service and manufacturing supply chains: Combining operations management studies with supply chain management18 cited