A computerized quality function deployment approach for retail services

The critical incident technique.

John C. Flanagan · Psychological Bulletin · 1954 · 7.7K citations

Public Health, Disaster Planning, Incident Response +8

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

An Investigation into the Determinants of Customer Satisfaction

Gilbert A. Churchill, Carol Surprenant · Journal of Marketing Research · 1982 · 2.9K citations

Business, Marketing, Marketing Management +14

The House of Quality

John R. Hauser · Harvard business review · 1988 · 2.3K citations

Engineering, Manufacturing Engineering, Quality Management +7

Readings in Attitude Theory and Measurement

Marie Jahoda, Martin Fishbein · British Journal of Sociology · 1968 · 2.1K citations

Social Sciences, Psychology, Social Psychology +12