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Operations management in service industries and the public sector
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Operations management in service industries and the public sector (1986)Operations management in service industri…Measuring Student Satisfaction with Performance Enhancement Activities: Evidence from Business Education (2015)Measuring Student Satisfactio…Total quality management practices in manufacturing and service industries: a comparative study (2012)Total quality management prac…Developing a service quality evaluation model for luxurious restaurants in international hotel chains (2012)Developing a service quality …Designing service processes: a design factor based process model (2006)Designing service processes: …Small firms in the tourism industry: some conceptual issues (2000)Small firms in the tourism in…A systems approach to performance measurement in hospitality (1999)A systems approach to perform…Towards a Simple, Visual Representation of Fit in Service Organizations: The Contribution of the Service Template (1994)Towards a Simple, Visual Repr…The field service function in the electronics industry: Providing a link between customers and production/marketing (1994)The field service function in…Products and Services - A Question of Visibility (1993)Products and Services - A Que…Why Productivity in the Hotel Sector is Low (1989)Why Productivity in the Hotel…Creating Positive Service Encounters (1989)Creating Positive Service Enc…A Framework for Developing a Quality Strategy in a Customer Processing Operation (1987)A Framework for Developing a …Introducing Service Industries in Operations Management Teaching (1986)Introducing Service Industrie…Principles of Marketing (1972)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Improving process improvement: executing the analyze and improve phases of DMAIC better (2012)SERVICE INNOVATION PERFORMANCE AND INFORMATION TECHNOLOGY: AN EMPIRICAL ANALYSIS FROM THE DYNAMIC CAPABILITY PERSPECTIVE (2015)Where does the customer fit in a service operation? (1979)New Tools for Achieving Service Quality (1984)Managing in the Service Economy (1988)Service quality: The construct, its dimensionality and its measurement (1996)Service quality: The construct, its dimensionality and its measurement (1996)Examining the development, delivery and measurement of service quality in the fitness industry: A case study (2009)Tourism - Principles and Practice (1993)Tourism: Principles and practice (1994)Understanding the small business sector (1995)Tourism and hospitality entrepreneurship, social setting and research methodology: moving ‘into the beyond’ (2011)IS THERE EVIDENCE OF A EUROPEAN LIFESTYLE ENTREPRENEUR IN TOURISM? (2014)Management. Tasks, Responsibilities, Practices. (1975)Production and inventory management (1983)Tourism marketing and management handbook. (1989)Operations management research in the hospitality industry (1998)Strategy development in tourism destinations : a DEA approach (2004)Demand fluctuations, labour flexibility and productivity (2016)The Measurement of Meaning (1957)Importance-Performance Analysis (1977)Delivering quality service: balancing customer perceptions and expectations (1990)Determinants of proactive innovative behaviour in new services: empirical investigation of service versus manufacturing firms (2011)Chief executives define their own data needs. (1979)An Instrument for Measuring the Critical Factors of Quality Management (1989)Modelling the TQM enablers and IT resources in the ICT industry: an ISM-MICMAC approach (2015)Performance measurement systems, TQM and multi-level firm performance: a person–organisation fit perspective (2017)Total quality management, employee commitment and competitive advantage in Nigerian tertiary institutions. A study of the University of Lagos (2020)Management and Organisational Behaviour (1993)Reengineering the corporation: A manifesto for business revolution (1993)The balanced scorecard: Translating strategy into action (1997)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The magical number seven, plus or minus two: Some limits on our capacity for processing information. (1994)Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong (2019)Measuring the up-to-date quality of online food delivery: formative index construction (2021)Mediation Effect of Technology Adaptation Capabilities Between the Relationship of Service Quality Attributes and Customer Satisfaction: An Investigation on Young Customers Perceptions Toward E-Commerce in China (2023)Increasing operational efficiency through improved customer service: process maintenance case (2004)Employee—Customer Linkages: A Social Identification Perspective in a Hotel Industry Context (2007)Gender Stereotypes and Service Quality in Customer–Waitperson Encounters (2007)The Theoretical and Practical Evolution of Customer Journey and Its Significance in Services Sustainability (2022)
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Cited by

  • 2000Small firms in the tourism industry: some conceptual issues130 cited
  • 1989Why Productivity in the Hotel Sector is Low67 cited
  • 1994The field service function in the electronics industry: Providing a link between customers and production/marketing47 cited
  • 2012Developing a service quality evaluation model for luxurious restaurants in international hotel chains45 cited
  • 1987A Framework for Developing a Quality Strategy in a Customer Processing Operation45 cited
  • 1989Creating Positive Service Encounters43 cited
  • 2012Total quality management practices in manufacturing and service industries: a comparative study33 cited
  • 1994Towards a Simple, Visual Representation of Fit in Service Organizations: The Contribution of the Service Template26 cited
  • 2006Designing service processes: a design factor based process model20 cited
  • 1999A systems approach to performance measurement in hospitality18 cited
  • 1986Introducing Service Industries in Operations Management Teaching12 cited
  • 1993Products and Services - A Question of Visibility11 cited
  • 2015Measuring Student Satisfaction with Performance Enhancement Activities: Evidence from Business Education10 cited

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