PRIVATISATION OF PUBLIC SERVICES AND THE IMPACT ON QUALITY, EMPLOYMENT AND PRODUCTIVITY (PIQUE)

A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 17.2K citations

Management, Marketing, Quality Management +16

Administrative Behavior: A Study of Decision-Making Processes in Administrative Organization.

M. Craig Brown, Herbert A. Simon · Contemporary Sociology A Journal of Reviews · 1978 · 4.9K citations

Management, Organization Studies, Organizational Behavior +11

Delivering quality service: balancing customer perceptions and expectations

Choice Reviews Online · 1990 · 3.9K citations

Management, Marketing, Quality Management +17

Public Management Reform: A Comparative Analysis

Christopher Pollitt, Geert Bouckaert · OUP Catalogue · 2004 · 3.6K citations

Management, Public Administration, Public Management +12

Adapting the SERVQUAL scale to hospital services: an empirical investigation.

Emin Babakus, W. Glynn Mangold · PubMed · 1992 · 1.2K citations

Management, Health Care Management, Health Services Administration +17