1. The Student as Customer: The Discourse of “Quality” in Higher Education
2. Tightening the Iron Cage: Concertive Control in Self-Managing Teams
3. Blackburn, R. and Rosen, B. (1993, “Total quality and human resources management: lessons learned from Baldrige award‐winning companies”,Academy of Management Executive, Vol. 3, 1993, pp. 49‐66.
4. Improving the measurement of service quality
5. Carman, J.M. (1990, “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”,Journal of Retailing, Vol. 66 No. 1, pp. 33‐55.