Title	Publication Date	Language	Citations
Critical factors in quality management and guidelines for self-assessment: The case of Singapore	1998/02/01	English	79
A Conceptual model for total quality management in service organizations	2001/05/01	English	79
Total quality management: the second industrial revolution	1990/01/01	English	77
An empirical examination of ISO 9000-registered companies in New Zealand	1999/08/01	English	77
Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality	1991/01/01	English	77
Measuring the impact of buying behaviour on customer satisfaction	1999/07/01	English	76
Kanji's Business Scorecard	2002/01/01	English	74
Theory, development and implementation of national customer satisfaction indices: The Swiss Index of Customer Satisfaction (SWICS)	2000/09/01	English	74
Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions	2001/09/01	English	72
The relationship between management's perception of total quality service and customer perceptions of service quality	2002/01/01	English	72
Measuring service quality in the public sector: The potential for SERVQUAL	1996/08/01	English	72
Integrated management systems in small and medium enterprises	2000/07/01	English	72
Achieving world-class supplier quality	1999/08/01	English	71
Adoption of a quality assurance scheme and its effect on firm performance: A study of Greek firms implementing ISO 9000	2002/09/01	English	71
An empirical model for total quality management	1995/05/01	English	70
An innovative approach to make ISO 9000 standards more effective	1998/02/01	English	69
A framework for measuring quality in engineering education	1998/08/01	English	69
Implementation and pitfalls of total quality management	1996/06/01	English	69
Critical success factors in small and medium enterprises: Survey results	2000/07/01	English	68
Quality in higher education-a survey	1996/04/01	English	67
Impact of ISO 9000 certification on quality management practices: A comparative study	2002/01/01	English	66
Business excellence through customer satisfaction	2000/09/01	English	65
Business Excellence model for supply chain management	1999/12/01	English	65
Higher education and total quality management	1998/12/01	English	62
An empirical assessment and application of SERVQUAL in a Mainland Chinese department store	2002/03/01	English	62
The structural impact of total quality management on financial performance relative to competitors through customer satisfaction: A study of Malaysian manufacturing companies	2000/07/01	English	61
An empirical study on quality management practices in Shanghai manufacturing industries	2000/12/01	English	60
A comparative study of quality practices in higher education institutions in the US and Malaysia	1999/05/01	English	58
Diffusion and contribution of total quality management: An empirical study in Norway	1999/08/01	English	58
Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study	2001/12/01	English	57