Title	Publication Date	Language	Citations
Total quality management: a state-of-the-art survey of European ‘industry’?	1993/01/01	English	17
Benchmarking quality implementation in a service context: A comparative analysis of financial services and institutions of higher education. Part III	1998/12/01	English	17
Business concept redesign	1997/06/01	English	17
The strategic process of a cultural change to implement total quality management: A case study	2001/07/01	English	17
Benchmarking quality implementation in a service context: A comparative analysis of financial services and institutions of higher education. Part I: Financial services sector	1998/08/01	English	17
Revising quality awareness through internal marketing: An exploratory study among French and English medium-sized enterprises	2000/07/01	English	17
Development of an Expert System for implementation of ISO 9000 quality systems	1999/01/01	English	17
Using employee satisfaction measurement to improve people management: An adaptation of Kano's quality types	2001/12/01		16
Is total quality management really unique?	1996/10/01	English	16
The role of quality management in manufacturing strategy: Experiences from the Australian wine industry	1999/03/01	English	16
Customization as a business strategy--a barrier to customer integration in product development?	2002/07/01	English	16
Creating a culture of evaluation and self-regulation in higher education organizations	1995/12/01	English	16
Scenario planning: A continuous improvement approach to strategy	2000/07/01	English	16
Total quality management as a strategic variable	1992/01/01	English	16
The structural relationships between total quality management, competitive advantage and bottom line financial performance: An empirical study of Malaysian manufacturing companies	2001/12/01	English	16
Total quality management in the hospitality industry	1992/01/01	English	16
A new diagnosis theory with two kinds of quality	1990/01/01	English	16
Control charts based on the number of consecutive conforming items between two successive nonconforming items for the near zero-nonconformity processes	2000/03/01	English	16
Strategic total quality management—transformation process overview	1994/01/01	English	15
A model and a research agenda for total quality management	1994/01/01	English	15
The implementation of total quality management in the NHS: How to avoid failure	1997/10/01	English	15
Charting service quality gaps	2000/07/01	English	15
Quality management in US higher education	2002/03/01	English	15
How do customers react to critical service encounters?: A cross-sectional perspective	1999/12/01	English	15
Assessing the quality of service provided by market research agencies	2000/07/01	English	15
Integrating human resource strategy and strategic planning to achieve business excellence	1999/07/01	English	15
How can institutions of higher education achieve quality within the new economy?	1996/04/01	English	15
An analysis of quality costs in Australian manufacturing firms	2002/03/01	English	15
Cost of quality: The hidden costs	2000/07/01	English	15
Delighting the customer: Quality function deployment for quality service design	1998/07/01	English	15