بررسی و واکاوی مفاهیم و ابعاد مدیریت کیفیت خدمات

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Hung, C. L. (2017). Online positioning through website service quality: A case of star-rated hotels in Taiwan. Journal of Hospitality and tourism management, 31, 181-188.
Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal of air transport management, 57, 80-88.
Kouthouris, C., & Alexandris, K. (2005). Can service quality predict customer satisfaction and behavioral intentions in the sport tourism industry? An application of the SERVQUAL model in an outdoors setting. Journal of Sport & Tourism, 10(2), 101-111.
Li, M., Lowrie, D. B., Huang, C. Y., Lu, X. C., Zhu, Y. C., Wu, X. H., ... & Zhao, P. (2015). Evaluating patients’ perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale. Asian Pacific Journal of Tropical Biomedicine, 5(6), 497-504.
Ngai, E. W., Xiu, L., & Chau, D. C. (2009). Application of data mining techniques in customer relationship management: A literature review and classification. Expert systems with applications, 36(2), 2592-2602.
Namin, A. (2017). Revisiting customers’ perception of service quality in fast food restaurants. Journal of Retailing and Consumer Services, 34, 70-81.
Gélinas, P., & Baillargeon, L. (2013). Innovation versus Imitation Choices amid Technological Turbulence and Intense Competition: Evidence from a Canadian Historical Case. International Journal of Business and Social Science, 4(8).
Ababneh, R. I. (2008). The impact of knowledge management and organization learning on organizational innovation: The case of the greater Amman Municipality in Jordan.
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261-269.
Rowley, J. E. (2002). Reflections on customer knowledge management in e-business. Qualitative Market Research: An International Journal.
Huang, S. H. S., Tseng, W. J., & Hsu, W. K. K. (2016). An assessment of knowledge gap in service quality for air freight carriers. Transport Policy, 50, 87-94.
- Sureshchandar, G.S., Rajendran, C., and Anantharaman, Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction–a factor specific approach. Journal of services marketing.
Salojärvi, H., Sainio, L. M., & Tarkiainen, A. (2010). Organizational factors enhancing customer knowledge utilization in the management of key account relationships. Industrial Marketing Management, 39(8), 1395-1402.
Wang, Y., & Feng, H. (2012). Customer relationship management capabilities. Management Decision.
Whelan, E., & Carcary, M. (2011). Integrating talent and knowledge management: where are the benefits?. Journal of knowledge management.
Jiang, X., & Li, Y. (2009). An empirical investigation of knowledge management and innovative performance: The case of alliances. Research Policy, 38(2), 358-368.
Zheng, W., Yang, B., & McLean, G. N. (2010). Linking organizational culture, structure, strategy, and organizational effectiveness: Mediating role of knowledge management. Journal of Business research, 63(7), 763-771.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (1996). The gaps model of service quality. Services Marketing, 37-49.