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Implementing TQM initiatives in public service organisations: case of academic libraries
16 references·0 citing·49 second hop
Implementing TQM initiatives in public service organisations: case of academic libraries (2013)Implementing TQM initiatives in public se…Identification and modelling of barriers in the implementation of TQM (2011)Identification and modelling …Comparative evaluation of critical factors in delivering service quality of banks (2010)Comparative evaluation of cri…Quality management and business excellence, customers and stakeholders (2008)Quality management and busine…An empirical assessment of the EFQM Excellence Model: Evaluation as a TQM framework relative to the MBNQA Model (2008)An empirical assessment of th…Service Management and Marketing: Customer Management in Service Competition (2007)Service Management and Market…Critical success factors of continuous improvement in the public sector (2007)Critical success factors of c…Assessing managers' awareness of TQM (2007)Assessing managers' awareness…A framework for implementing TQM in higher education programs (2007)A framework for implementing …A Content Analysis of the Content Analysis Literature in Organization Studies: Research Themes, Data Sources, and Methodological Refinements (2007)A Content Analysis of the Con…Service Clues and Customer Assessment of the Service Experience: Lessons from Marketing (2006)Service Clues and Customer As…Qualitative research in management: addressing complexity, context and persona (2006)Qualitative research in manag…A survey of total quality management in Iran (2005)A survey of total quality man…Search quality in the financial services industry: a contingency perspective (2004)Search quality in the financi…Service Quality (1994)Service QualityDelivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Organization and Management: A Systems Approach (1974)Organization and Management: …Coefficient Alpha and the Internal Structure of Tests (1951)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Common method biases in behavioral research: A critical review of the literature and recommended remedies. 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(1952)What is total quality control the japanese way (1985)Measuring service quality in the hotel industry: A study in a business hotel in Turkey (2005)Service quality models: a review (2005)Customer journeys: a systematic literature review (2018)The Strength of Weak Ties (1973)The Knowledge-Creating Company (1995)The Knowledge-Creating Company (1998)Qualitative research in marketing (2005)SMEs and international entrepreneurship: An institutional network perspective (2015)Exploring the influence of industry 4.0 technologies on the circular economy (2021)An approach to environmental psychology (1974)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Social psychology: handbook of basic principles (1997)Service Systems (2014)Customer experience – a review and research agenda (2017)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Content Analysis: An Introduction to its Methodology. (1984)Handbook of Qualitative Research (1994)A Critical Review and Best‐Practice Recommendations for Control Variable Usage (2015)Crises and Crisis Management: Integration, Interpretation, and Research Development (2016)Paradox Research in Management Science: Looking Back to Move Forward (2016)Measurement and evaluation in teaching (1965)Juran's Quality Control Handbook (1990)Defining Quality (1993)Why TQM programmes fail? A pathology approach (2014)The integration of quality management in higher education institutions: a systematic literature review (2015)Benchmarking towards excellence in higher education (2017)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A THEORY OF QUALITY MANAGEMENT UNDERLYING THE DEMING MANAGEMENT METHOD (1994)COMPETITION, COOPERATION, AND THE SEARCH FOR ECONOMIC RENTS: A SYNCRETIC MODEL (1997)Internationalisation: conceptualising an entrepreneurial process of behaviour in time (2005)Defining gamification (2012)A definition for gamification: anchoring gamification in the service marketing literature (2016)Co-Production and the Co-Creation of Value in Public Services: A suitable case for treatment? (2016)
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References

  • 1990Delivering quality service: balancing customer perceptions and expectations3,871 cited
  • 2007A Content Analysis of the Content Analysis Literature in Organization Studies: Research Themes, Data Sources, and Methodological Refinements1,560 cited
  • 2007Service Management and Marketing: Customer Management in Service Competition892 cited
  • 2008An empirical assessment of the EFQM Excellence Model: Evaluation as a TQM framework relative to the MBNQA Model604 cited
  • 1994Service Quality591 cited
  • 2006Service Clues and Customer Assessment of the Service Experience: Lessons from Marketing545 cited
  • 2006Qualitative research in management: addressing complexity, context and persona304 cited
  • 2007A framework for implementing TQM in higher education programs290 cited
  • 2007Critical success factors of continuous improvement in the public sector251 cited
  • 1974Organization and Management: A Systems Approach239 cited
  • 2007Assessing managers' awareness of TQM147 cited
  • 2010Comparative evaluation of critical factors in delivering service quality of banks144 cited
  • 2005A survey of total quality management in Iran136 cited
  • 2008Quality management and business excellence, customers and stakeholders101 cited
  • 2011

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Identification and modelling of barriers in the implementation of TQM
68 cited
  • 2004Search quality in the financial services industry: a contingency perspective54 cited
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