-
1
-
-
3543138396
-
Quality Counts in Service, Too
-
Berry, L.L., Zeithaml, V.A. & Parasuraman, P. (1985). Quality Counts in Service, Too. Business Horizons, Vol. 28(3), 44-52.
-
(1985)
Business Horizons
, vol.28
, Issue.3
, pp. 44-52
-
-
Berry, L.L.1
Zeithaml, V.A.2
Parasuraman, P.3
-
3
-
-
0004290675
-
-
Ballinger Press: Cambridge, MA
-
Carlzon, J (1987). Moments of Truth, Ballinger Press: Cambridge, MA.
-
(1987)
Moments of Truth
-
-
Carlzon, J.1
-
5
-
-
0001336426
-
Agency Theory: An Assessment and Review
-
Eisenhardt, K.M. (1989). Agency Theory: An Assessment and Review. Academy of Management Review, Vol. 14, 57-74.
-
(1989)
Academy of Management Review
, vol.14
, pp. 57-74
-
-
Eisenhardt, K.M.1
-
6
-
-
0002396653
-
Competing on the Eight Dimensions of Quality
-
Garwin, D.A. (1987). Competing on the Eight Dimensions of Quality. Harvard Business Review, Vol. 65(6), 101-109.
-
(1987)
Harvard Business Review
, vol.65
, Issue.6
, pp. 101-109
-
-
Garwin, D.A.1
-
8
-
-
0004198821
-
-
Free Press: New York, NY
-
Heskett, J.L., Sasser, W.E. & Hart, C.W.L (1990). Service Breakthroughs, Free Press: New York, NY.
-
(1990)
Service Breakthroughs
-
-
Heskett, J.L.1
Sasser, W.E.2
Hart, C.W.L.3
-
9
-
-
0003584760
-
-
Free Press: New York, NY. (“Trilogy” is a registered trademark of the Juran Institute)
-
Juran, J.M. (1989). Juran on Leadership for Quality: An Executive Handbook. Free Press: New York, NY. (“Trilogy” is a registered trademark of the Juran Institute).
-
(1989)
Juran on Leadership for Quality: An Executive Handbook
-
-
Juran, J.M.1
-
10
-
-
0003766994
-
-
3rd Edition, McGraw-Hill: New York, NY
-
Juran J.M., Gryna, F.M. and Bingham, R.S. (Eds.) (1974). Quality Control Handbook, 3rd Edition, McGraw-Hill: New York, NY.
-
(1974)
Quality Control Handbook
-
-
Juran, J.M.1
Gryna, F.M.2
Bingham, R.S.3
-
11
-
-
0003902676
-
-
8th Edition, Prentice Hall: Englewood Cliffs, NJ
-
Kotler, P. (1994). Marketing Management. 8th Edition, Prentice Hall: Englewood Cliffs, NJ.
-
(1994)
Marketing Management
-
-
Kotler, P.1
-
13
-
-
0002408510
-
A Conceptual Model of Service Quality and Its Implications for Future Research
-
Parasuraman, A., Zeithaml, V. & Berry, L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, Vol. 49.
-
(1985)
Journal of Marketing
, vol.49
-
-
Parasuraman, A.1
Zeithaml, V.2
Berry, L.3
-
16
-
-
0025054913
-
Becoming the Internal Vendor of Choice Through Systematic Segmentation and Research
-
Saunders, D. (1990). Becoming the Internal Vendor of Choice Through Systematic Segmentation and Research, ASQC Quality Congress Transactions, p. 702.
-
(1990)
ASQC Quality Congress Transactions
, pp. 702
-
-
Saunders, D.1
-
17
-
-
21344486725
-
Towards a Simple, Visual Representation of Fit in Service Organization: The Contribution of Service Template
-
Staughton, R. & Williams, C. (1994). Towards a Simple, Visual Representation of Fit in Service Organization: The Contribution of Service Template. International Journal of Production and Operations Management, Vol. 14(5).
-
(1994)
International Journal of Production and Operations Management
, vol.14
, Issue.5
-
-
Staughton, R.1
Williams, C.2
-
18
-
-
0022737543
-
Quality Function Deployment
-
Sullivan, L.P. (1986). Quality Function Deployment. Quality Progress, Vol. 19(6), 39-50.
-
(1986)
Quality Progress
, vol.19
, Issue.6
, pp. 39-50
-
-
Sullivan, L.P.1
-
21
-
-
0030243045
-
A computerized quality function deployment approach for retail services
-
Trappey, C.V., Trappey, A.J.C. and Hwang, S.J. (1996). A computerized quality function deployment approach for retail services, Computers & Industrial Engineering, Vol. 30(4), 611-622.
-
(1996)
Computers & Industrial Engineering
, vol.30
, Issue.4
, pp. 611-622
-
-
Trappey, C.V.1
Trappey, A.J.C.2
Hwang, S.J.3
-
22
-
-
0003744505
-
-
The Free Press: New York, NY
-
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering Quality Service-Balancing Customers Perceptions and Expectations. The Free Press: New York, NY.
-
(1990)
Delivering Quality Service-Balancing Customers Perceptions and Expectations
-
-
Zeithaml, V.1
Parasuraman, A.2
Berry, L.3
|