Partnerships in the provision of services by multi-agencies: four dimensions of service leadership and service quality

The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields

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Management, Organization Studies, Organizational Change +5

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

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

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Management, Marketing, Quality Management +16

The Iron Caged Revisited : Institutional Isomorphism and Collective Rationality in Organizational Fields

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Management, Organization Studies, Organizational Behavior +17

A Service Quality Model and its Marketing Implications

Christian Grönroos · European Journal of Marketing · 1984 · 6.5K citations

Business, Marketing, Marketing Management +14