Improving service quality: Learning from manufacturing

Zero defections: quality comes to services.

Frederick F. Reichheld, W. Earl Sasser · PubMed · 1990 · 5.3K citations

Management, Quality Management, Strategic Management +15

The profitable art of service recovery.

Christopher W. L. Hart, James L. Heskett, W. Earl Sasser · PubMed · 1990 · 1.4K citations

Business, Organizational Behavior, Incident Response +12

Service companies: focus or falter.

William H. Davidow, Bro Uttal · PubMed · 1989 · 163 citations

Business, Marketing, Marketing Management +12

My Employees are My Service Guarantee

Timothy W. Firstahl · Harvard business review · 1989 · 79 citations

Management, Employment Law, Service Operations +5

The International Competitiveness of Japanese Service Industries: A Cause for Concern?

Peter Enderwick · California Management Review · 1990 · 38 citations

Business, International Business, Strategic Management +13