The relationship between management's perception of total quality service and customer perceptions of service quality

By G. Sureshchandar, Chandrasekharan Rajendran, Reddiyoor Narayanaswamy Anantharaman. 2002

161 citations recorded by the source corpus.

Subfields: Management Information Systems, Management of Technology and Innovation, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/8036cc80124b96f6a4f3369ae9bcc90f48d7471f

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Management Information Systems

1. Emin Babakus
2. Osman M. Karatepe
3. Ugur Yavas

In Management of Technology and Innovation

1. Emin Babakus

In Organizational Behavior and Human Resource Management

1. Osman M. Karatepe
2. Emin Babakus
3. Ugur Yavas
4. A. Grobelna
5. Turgay Avcı
6. A. Alexandrov
7. Olusegun A. Olugbade
8. Terje Slåtten

Citations in the corpus

• The effect of management commitment to service quality on employees’ affective and performance outcomes (2003, background): “Top management leadership and vision is a prerequisite for service quality (Sureshchandar et al. 2002), and as Boshoff and Allen (2000) cogently argued, although top management is far removed from the frontline employees, its commitment to service excellence and service recovery is a must for employ”
• The Effects of Perceived Management Concern for Frontline Employees and Customers on Turnover Intentions (2007, background): “…argue that management concern for employees and customers is a prerequisite for customer acquisition and retention (cf. Boshoff and Allen 2000; Sureshchandar, Rajendran, and Anantharaman 2002) and that unless management is fully committed to both employees and customers, any customer…”