Performance measurement in universities

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 4.2K citations

Management, Hospitality Management, Organizational Behavior +15

Management. Tasks, Responsibilities, Practices.

The Economic Journal · 1975 · 1.9K citations

Business, Business Administration, Access Management +6

Management—Tasks, responsibilities, practices

Kenneth E. Lander · Long Range Planning · 1974 · 852 citations

A Study of Organizational Effectiveness

Basil S. Georgopoulos, Arnold S. Tannenbaum · American Sociological Review · 1957 · 440 citations

Management, Organization Studies, Organizational Behavior +11

A Strategic Model for University Planning

Peter Doyle, James Lynch · Journal of the Operational Research Society · 1979 · 32 citations

Education, Educational Leadership, Higher Education +11