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Total Quality Management in Services

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
1984Strategic Management and Marketing in the Service Sector1,667 cited
1979Where does the customer fit in a service operation?834 cited
1986How can service businesses survive and prosper?740 cited
1988A Conceptual Model of Service Quality579 cited
1988The service-quality puzzle550 cited

Cited by

1998Benchmarking quality goals in service systems32 cited
1998Benchmarking quality implementation in a service context: A comparative analysis of financial services and institutions of higher education. Part I: Financial services sector27 cited
1998External customer satisfaction as a performance measure of the management of a research and development department27 cited
1997Total quality management in financial services: Beyond the fashion the reality has to take off20 cited
2014Process of value co-creation and its impact on innovation strategy in service companies13 cited

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