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Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials
16 references·0 citing·42 second hop
Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials (2021)Quality Assessment of the Services Delive…Public sector reform: an overview of recent literature and research on NPM and alternative paths (2013)Public sector reform: an over…A review of twenty years of SERVQUAL research (2009)A review of twenty years of S…Measuring service quality in higher education: HEdPERF versus SERVPERF (2006)Measuring service quality in …Citizens and Consumers (2005)Citizens and ConsumersUsing SERVQUAL to assess customer satisfaction with public sector services (2001)Using SERVQUAL to assess cust…Measuring and managing service quality: integrating customer expectations (2001)Measuring and managing servic…Justification by Works or by Faith? (1995)Justification by Works or by …Consumer Expectations and the Measurement of Perceived Service Quality (1993)Consumer Expectations and the…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A PUBLIC MANAGEMENT FOR ALL SEASONS? (1991)A PUBLIC MANAGEMENT FOR ALL S…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Structure in Fives: Designing Effective Organizations. (1984)Structure in Fives: Designing…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Coefficient Alpha and the Internal Structure of Tests (1951)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)The Commitment-Trust Theory of Relationship Marketing (1994)Social Choice and Individual Values. (1951)Organizational Learning (1988)The Management of Innovation (1994)The “new public management” in the 1980s: Variations on a theme (1995)The New Governance: Governing without Government (1996)Governance as theory: five propositions (1998)Determining Sample Size for Research Activities (1970)Alternative Ways of Assessing Model Fit (1992)Service quality in a higher education context: an integrated model (2012)Does higher education service quality effect student satisfaction, image and loyalty? (2016)Evaluating service quality and performance of higher education institutions: a systematic review and a post-COVID-19 outlook (2021)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Social Behavior: Its Elementary Forms (1963)Social Indicators of Well-Being (1976)Whence Consumer Loyalty? (1999)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advances in Consumer Research (2025)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Developing e-service quality scales: A literature review (2010)Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future (2016)Hospital healthcare service quality, patient satisfaction and loyalty (2018)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Collapse of Sensemaking in Organizations: The Mann Gulch Disaster (1993)Understanding Radical Organizational Change: Bringing Together the Old and the New Institutionalism (1996)Building Better Causal Theories: A Fuzzy Set Approach to Typologies in Organization Research (2011)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 1991A PUBLIC MANAGEMENT FOR ALL SEASONS?10,904 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 1984Structure in Fives: Designing Effective Organizations.2,725 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,051 cited
  • 2009A review of twenty years of SERVQUAL research896 cited
  • 2006Measuring service quality in higher education: HEdPERF versus SERVPERF534 cited
  • 1995Justification by Works or by Faith?430 cited
  • 2001Using SERVQUAL to assess customer satisfaction with public sector services406 cited
  • 2001Measuring and managing service quality: integrating customer expectations294 cited
  • 1993Consumer Expectations and the Measurement of Perceived Service Quality268 cited
  • 2005Citizens and Consumers267 cited

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  • 2013Public sector reform: an overview of recent literature and research on NPM and alternative paths249 cited
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