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Managing service quality: The managers' orientations and their consequences – case study evidence of current practice
16 references·0 citing·32 second hop
Managing service quality: The managers' orientations and their consequences – case study evidence of current practice (2010)Managing service quality: The managers' o…Case study research: design and methods (2011)Case study research: design a…The relationship between total quality management practices and their effects on firm performance (2003)The relationship between tota…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectHandbook of Qualitative Research. (1995)Handbook of Qualitative Resea…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Doing Naturalistic Inquiry: A Guide to Methods (1993)Doing Naturalistic Inquiry: A…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …The profitable art of service recovery. (1990)The profitable art of service…Basic Content Analysis (1990)Basic Content AnalysisCompeting on the Eight Dimensions of Quality (1987)Competing on the Eight Dimens…Content Analysis: An Introduction to its Methodology. (1984)Content Analysis: An Introduc…Case Study Research: Design and Methods (1984)Case Study Research: Design a…Out of the Crisis (1982)Out of the CrisisContent Analysis for the Social Sciences and Humanities. (1970)Content Analysis for the Soci…Total quality control (1961)Total quality controlAn approach to environmental psychology (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Understanding Customer Experience Throughout the Customer Journey (2016)Advances in Consumer Research (2025)MAKING FAST STRATEGIC DECISIONS IN HIGH-VELOCITY ENVIRONMENTS. (1989)CASE Tools as Organizational Change: Investigating Incremental and Radical Changes in Systems Development (1993)Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (1994)Knowledge Specialization, Organizational Coupling, and the Boundaries of the Firm: Why Do Firms Know More than They Make? (2001)Case Study Research (2004)Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (2009)Mixed Methods Research: A Research Paradigm Whose Time Has Come (2004)Qualitative research: Methods in the social sciences (2006)Document Analysis as a Qualitative Research Method (2009)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Whence Consumer Loyalty? (1999)Role congruity theory of prejudice toward female leaders. (2002)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Strategies for ensuring trustworthiness in qualitative research projects (2004)White Privilege: Unpacking the Invisible Knapsack (1989) 1 (2019)Understanding Relationship Marketing Outcomes (2002)Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Brave new world: service robots in the frontline (2018)Discourse Analysis as Theory and Method (2002)Three Approaches to Qualitative Content Analysis (2005)Answering the Call for a Standard Reliability Measure for Coding Data (2007)Qualitative content analysis in nursing research: concepts, procedures and measures to achieve trustworthiness (2003)The qualitative content analysis process (2008)Strategies for Theorizing from Process Data (1999)How Many Interviews Are Enough? (2005)Theory Building From Cases: Opportunities And Challenges (2007)
this work references cited by second hop

References

  • 1984Case Study Research: Design and Methods82,022 cited
  • 1984Content Analysis: An Introduction to its Methodology.24,312 cited
  • 2011Case study research: design and methods21,885 cited
  • 1995Handbook of Qualitative Research.7,799 cited
  • 1990Basic Content Analysis7,746 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,502 cited
  • 1982Out of the Crisis7,297 cited
  • 1970Content Analysis for the Social Sciences and Humanities.4,564 cited
  • 1994Putting the Service-Profit Chain to Work3,734 cited
  • 1993Doing Naturalistic Inquiry: A Guide to Methods2,593 cited
  • 1995Why Satisfied Customers Defect2,230 cited
  • 2003The relationship between total quality management practices and their effects on firm performance1,895 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,822 cited
  • 1987Competing on the Eight Dimensions of Quality1,691 cited
  • 1961Total quality control1,571 cited
  • 1990The profitable art of service recovery.1,447 cited

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