Title	Publication Date	Language	Citations
Customer satisfaction index and its role in quality management	1998/07/01	English	43
The links between people management, customer satisfaction and business results	1998/07/01	English	42
Using the competing values framework to investigate the culture of Qatar industries	2001/07/01	English	42
Benchmarking maturity as we approach the millennium?	1999/07/01	English	42
The art of benchmarking: using customer feedback to establish a performance gap	1992/01/01	English	42
Continuous improvement: Exploring alternative organizational designs	2001/01/01	English	42
A study of the relationships between total quality management implementation factors and software quality	2000/05/01	English	41
Performance measurement system	2002/08/01	English	41
Customer satisfaction and loyalty: The critical elements of service quality	1999/07/01	English	41
Integrating business excellence and innovation management: Developing a culture for innovation, creativity and learning	1999/07/01	English	40
The 'pros' and 'cons' of total quality management for smaller firms in manufacturing: Some experiences down the supply chain	1995/09/01	English	40
Forces of excellence in Kanji’s Business Excellence Model	2001/03/01	English	40
Total quality management practices and business outcome: Evidence from small and medium enterprises in Western Australia	2001/03/01	English	40
Measuring customer satisfaction: Why, what and how	2000/09/01	English	39
Rethinking total quality management	2001/03/01	English	39
Leadership in higher education	2001/12/01	English	39
Maximizing the benefits of ISO 9000 implementation	1999/07/01	English	39
Managing for quality through knowledge management	1999/07/01	English	38
Can total quality management help innovation?	1996/02/01	English	38
Customer satisfaction in the Austrian food retail market	2000/09/01	English	38
Obstacles to the application of total quality management in health-care organizations	1998/02/01	English	38
Competitive priorities of enterprises in mainland China	2002/05/01	English	38
Quality culture in the construction industry	1998/07/01	English	37
Holistic total quality management must take account of political processes	1993/01/01	English	37
Quality costs and total quality management	1992/01/01	English	37
Vision 2000: Positioning the new ISO 9000 standards with respect to total quality management models	1999/07/01	English	37
Quality culture and TQM	1991/01/01	English	36
A probabilistic approach to measure hotel service quality	2002/03/01	English	36
Total quality management in hospitals	1995/07/01	English	36
Leadership strategies for gaining business excellence through total quality management: A Finnish case study	2000/03/01	English	35