J. Dotchin

Assessing Consumer Perceptions of Service Quality: Experiences from Application of Servqual and Considerations for Further Development

B. Morris, J. Dotchin, 1991 .

Theories and concepts in total quality management

John S. Oakland, John A. Dotchin, J. Oakland, 1992 .

Total Quality Management in Services: Part 3: Distinguishing Perceptions of Service Quality

John S. Oakland, John A. Dotchin, J. Oakland, 1994 .

Total Quality Management in Services

John S. Oakland, John A. Dotchin, J. Oakland, 1994 .

Total Quality Management in Services: Part 1: Understanding and Classifying Services

John S. Oakland, John A. Dotchin, J. Oakland, 1994 .