Title	Publication Date	Language	Citations
Foundations of the American Customer Satisfaction Index	2000/09/01	English	245
The relationship between customer satisfaction and loyalty: Cross-industry differences	2000/07/01	English	206
Integrating Kano's model in the planning matrix of quality function deployment	2000/12/01	English	203
Customer, consumer and user involvement in product development: A framework and a review of selected methods	1998/02/01	English	196
The effects of satisfaction and loyalty on profits and growth: Products versus services	2000/09/01	English	180
SERVQUAL: A tool for measuring patients' opinions of hospital service quality in Hong Kong	1997/08/01	English	172
Total quality management in UK higher education institutions	1999/01/01	English	160
Multi-response robust design by principal component analysis	1997/12/01	English	159
Measuring web-based service quality	2002/08/01	English	139
A framework for international quality management research: Development and validation of a measurement instrument	1999/09/01	English	138
Measurement of business excellence	1998/10/01	English	129
The other side of quality: ‘soft’ issues and the human resource dimension	1992/01/01	English	122
A causal model for employee satisfaction	2000/12/01	English	122
Service quality to service loyalty: A relationship which goes beyond customer services	1998/08/01	English	122
Process performance measurement system: A tool to support process-based organizations	2000/01/01	English	117
On measurement of intangible assets: A study of robustness of partial least squares	2000/09/01	English	115
Customer satisfaction measurement at Post Denmark: Results of application of the European Customer Satisfaction Index Methodology	2000/09/01	English	114
The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark	2000/07/01	English	113
Customer perceptions of service quality: A critique	2001/01/01	English	111
Does ISO 9000 have an effect on quality management practices? An international empirical study	1997/12/01	English	111
Total quality management—the critical success factors	1993/01/01	English	110
The asymmetrical and non-linear effects of store quality attributes on customer satisfaction	2002/07/01	English	109
Total quality management implementation frameworks: Comparison and review	2000/05/01	English	105
ISO 9000 certification: The financial performance implications	2002/03/01	English	105
A study of ISO 9000 process, motivation and performance	1999/09/01	English	95
Cultural and structural constraints on total quality management implementation	1998/12/01	English	91
Developing a model of quality management methods and evaluating their effects on business performance	2000/01/01	English	89
Critical success factors for total quality management implementation in small and medium enterprises	1999/07/01	English	83
Life after ISO 9000: An analysis of the impact of ISO 9000 and total quality management on small businesses in Northern Ireland	1999/03/01	English	83
Implementing ISO 9000: A study of its benefits among Australian organizations	1999/01/01	English	79