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Service quality assessment and service process reengineering
16 references·0 citing·50 second hop
Service quality assessment and service process reengineering (2001)Service quality assessment and service pr…The Concept of Mind (2006)The Concept of MindKey antecedents of Executive Information System success: a path analytic approach (1998)Key antecedents of Executive …Decision support for managing organizational design dynamics (1998)Decision support for managing…TQM and BPR: symbiosis and a new approach for integration (1997)TQM and BPR: symbiosis and a …The importance of the time factor in fire and rescue service operations in Sweden (1997)The importance of the time fa…Process reengineering in the public sector: Learning some private sector lessons (1997)Process reengineering in the …Privatizing the Public Business Sector in the Eighties: Economic Performance, Partisan Responses and Divided Governments (1997)Privatizing the Public Busine…Leadership challenges for smaller organisations: Self-perceptions of TQM implementation (1997)Leadership challenges for sma…Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Customer Satisfaction, Produc…Authorizing processes changing team autonomy during new product development (1997)Authorizing processes changin…Employee involvement in quality improvement: a comparison of American and Japanese manufacturing firms operating in the US (1992)Employee involvement in quali…QUALITY AND PUBLIC SERVICES (1991)QUALITY AND PUBLIC SERVICESNeed Assessment—A Key to User‐Oriented Product Innovation (1985)Need Assessment—A Key to User…Quality circle failures in UK manufacturing companies—A study (1984)Quality circle failures in UK…The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions (1981)The Customer Contact Approach…The Concept of Law (1961)The Concept of LawDesigning Complex Organizations (1973)Architectural Innovation: The Reconfiguration of Existing Product Technologies and the Failure of Established Firms (1990)Effects of multi-functional new product development teams and overlapping approach on development time: an empirical study (2006)Antecedents and consequences of team sensemaking capability in product development projects (2012)PRODUCT DESIGN AND DEVELOPMENT (2018)The Focused Factory (1974)Educational Organizations as Loosely Coupled Systems (1976)Breaking Free from Product Marketing (1977)Cutting Corners and Working Overtime: Quality Erosion in the Service Industry (2001)The impact of employee satisfaction on quality and profitability in high‐contact service industries (2008)An empirical study of employee loyalty, service quality and firm performance in the service industry (2009)A Theory of the Allocation of Time (1965)A New Approach to Consumer Theory (1966)A New Approach to Consumer Theory (1976)Competitive Tendering and Contracting in the Public Sector: A Survey (1994)The Determinants of Price and Quality in Competitively Tendered Contracts (1995)SCALE, PERFORMANCE AND THE NEW PUBLIC MANAGEMENT: AN EMPIRICAL ANALYSIS OF LOCAL AUTHORITY SERVICES (1996)The Nature of Managerial Work (1974)Validating Instruments in MIS Research1 (1989)Information Systems Success: The Quest for the Dependent Variable (1992)A Taxonomy of Antecedents of Information Systems Success: Variable Analysis Studies (2003)Factors that contribute to management support system success: An analysis of field studies (2006)Effect of multidimensional top management support on project success: an empirical investigation (2014)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The balanced scorecard : measures that drive performance (1992)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Market Orientation: A Meta-Analytic Review and Assessment of its Antecedents and Impact on Performance (2005)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Reengineering the corporation: A manifesto for business revolution (1993)From lean production to the lean enterprise (1994)Business process re‐engineering in the public sector (1999)E-government: a special case of ICT-enabled business process change (2003)Entrepreneurial behaviour in the Greek public sector (2007)The New Industrial Engineering: Information Technology and Business Process Redesign (2011)Politics and Business Cycles in Industrial Democracies (1989)Studying Institutions (1989)Institutions, Institutional Change and Economic Performance (1991)Elections and Markets: The Effect of Partisanship, Policy Risk, and Electoral Margins on the Economy (2005)Partisan Politics and Privatization in OECD Countries (2013)Panel data analysis and partisan variables: how periodization does influence partisan effects (2015)The Psychology of Interpersonal Relations. (1958)A Dynamic Theory of Organizational Knowledge Creation (1994)The Emerging Field of Emotion Regulation: An Integrative Review (1998)An analysis of innovation management systems' characteristics (1999)Customer‐related proactiveness in the radical innovation development process (2007)Social media utilization in business-to-business relationships of technology industry firms (2013)International organization: a state of the art on an art of the state (1986)From Apology to Utopia: The Structure of International Legal Argument (1990)Distributive Justice, State Coercion, and Autonomy (2001)
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References

  • 2006The Concept of Mind6,809 cited
  • 1961The Concept of Law3,561 cited
  • 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services1,380 cited
  • 1981The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions602 cited
  • 1997Privatizing the Public Business Sector in the Eighties: Economic Performance, Partisan Responses and Divided Governments155 cited
  • 1991QUALITY AND PUBLIC SERVICES110 cited
  • 1998Key antecedents of Executive Information System success: a path analytic approach84 cited
  • 1985Need Assessment—A Key to User‐Oriented Product Innovation67 cited
  • 1997Authorizing processes changing team autonomy during new product development64 cited
  • 1997Process reengineering in the public sector: Learning some private sector lessons60 cited
  • 1998Decision support for managing organizational design dynamics57 cited
  • 1992Employee involvement in quality improvement: a comparison of American and Japanese manufacturing firms operating in the US56 cited
  • 1997Leadership challenges for smaller organisations: Self-perceptions of TQM implementation48 cited
  • 1997TQM and BPR: symbiosis and a new approach for integration39 cited
  • 1997

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The importance of the time factor in fire and rescue service operations in Sweden
37 cited
  • 1984Quality circle failures in UK manufacturing companies—A study30 cited
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