Service Quality Process

Page 9

SERVICE QUALITY PROCESS

9 References

Baron, S., Harris, K. & Elliot, D. (2005). Consumer as stakeholder in service crises: Perspectives from services marketing. Risk Management, 7(2), 49-63. Cohen, M. A. & Lee, H. L. (1988). Strategic analysis of integrated production-distribution systems: Models and methods. Operations Research, 36(2), 216-228. Cohen, M. A. & Whang, S. (1997). Competing in product and service: A product life-cycle model. Management Science, 43(4), 535-545. Goerzen, A. & Makino, S. (2007). Multinational corporation internationalization in the service sector: A study of Japanese trading companies. Journal of International Business Studies, 38(7), 1149-1169. Kamakura, W. A. et al. (2002). Assessing the service-profit chain. Marketing Science, 21(3), 294-317. Manz, C. C. & Sterwart, G. L. (1997). Attaining flexible stability by integrating total quality management and socio-technical systems theory. Organization Science, 8(1), 59-70. Marcellus, R. L. & Dada, M. (1991). Interactive process quality improvement. Management Science, 37(11), 1365-1376. Mukherjee, A., Nath, P. & Pal, M. (2003). Resource, service quality and performance triad: A framework for measuring efficiency of banking services. The Journal of Operational Research Society, 54(7), 723-735. Perles, G. S. M. (2002). The ethical dimension of leadership in the programmes of total quality management. Journal of Business Ethics, 39(1/2), 59-66. Reitsperger, W. D. & Daniel, S. J. (1990). Japan vs. Silicon Valley: Quality-cost trade-off philosophies. Journal of International Business Studies, 21(2), 289-300.


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