Ahire, S. L., Golhar, D. Y., & Waller, M. A. (1996). Development and validation of TQM implementation con-structs. Decision Sciences, 27(1), 23-56.
Ahmad, N., Usman Awan, M., Raouf, A., & Sparks, L. (2009). Development of a service quality scale for pharmaceutical supply chains. International Journal of Pharmaceutical and Healthcare Marketing, 3(1), 26-45.
Ahrholdt, D. C., Gudergan, S. P., & Ringle, C. M. (2017). Enhancing service loyalty: The roles of delight, satisfaction, and service quality. Journal of Travel Research, 56(4), 436-450.
Åkesson, M., Skålén, P., Edvardsson, B., & Stålhammar, A. (2016). Value proposition test-driving for service innovation: how frontline employees innovate value propositions. Journal of Service Theory and Practice, 26(3), 338-362.
Arasli, H., Turan Katircioglu, S., & Mehtap-Smadi, S. (2005). A comparison of service quality in the banking industry: Some evidence from Turkish-and Greek-speaking areas in Cyprus. International Journal of Bank Marketing, 23(7), 508-526.
Babakus, E., Yavas, U., Karatepe, O. M., & Avci, T. (2003). The effect of management commitment to service quality on employees' affective and performance outcomes. Journal of the Academy of marketing Science, 31(3), 272-286.
Bagozzi, R. P., & Phillips, L. W. (1982). Representing and testing organizational theories: A holistic constru-al. Administrative Science Quarterly, 459-489.
Bakti, I. G. M. Y., & Sumaedi, S. (2015). P-TRANSQUAL: a service quality model of public land transport ser-vices. International Journal of Quality & Reliability Management, 32(6), 534-558.
Behra, R. S., & Gundersen, D. E. (2001). Analysis of quality management practices in service. International Journal of Quality and Reliability Management, 18(6), 584-603.
Bell, S. J., & Menguc, B. (2002). The employee-organization relationship, organizational citizenship behaviors, and superior service quality. Journal of retailing, 78(2), 131-146.
Bellou, V., & Andronikidis, A. (2008). The impact of internal service quality on customer service behaviour: Evidence from the banking sector. International Journal of Quality & Reliability Management, 25(9), 943-954.
Bentler, P. M., & Bonett, D. G. (1980). Significance tests and goodness of fit in the analysis of covariance struc-tures. Psychological Bulletin, 88(3), 588.
Beth, S., Burt, D. N., Copacino, W., Gopal, C., Lee, H. L., Lynch, R. P., & Morris, S. (2003). Supply chain challenges. build-ing relationships. Harvard Business Review, 81(7), 64-73.
Butcher, K., Sparks, B., & O’Callaghan, F. (2001). Evaluative and relational influences on service loyalty. International Journal of Service Industry Management, 12(4), 310-327.
Byrne, B. M. (1994). Structural equation modeling with EQS and EQS/Windows: Basic concepts, applications, and pro-gramming. Sage.
Carr, C. L. (2007). The FAIRSERV model: Consumer reactions to services based on a multidimensional evaluation of ser-vice fairness. Decision Sciences, 38(1), 107-130.
Čater, T., & Čater, B. (2010). Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships. Industrial Marketing Management, 39(8), 1321-1333.
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423-443.
Chaniotakis, I. E., & Lymperopoulos, C. (2009). Service quality effect on satisfaction and word of mouth in the health care industry. Managing Service Quality: An International Journal, 19(2), 229-242.
Chao, P. (2008). Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis. The Service Industries Journal, 28(1), 95-116.
Chiou, J. S., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the Academy of Marketing Science, 34(4), 613-627.
Chumpitaz Caceres, R., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. European journal of marketing, 41(7/8), 836-867.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. psychometrika, 16(3), 297-334.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal of Market-ing, 56(3), 55-68.
Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
Das, A., Kumar, V., & Saha, G. C. (2010). Retail service quality in context of CIS countries. International Journal of Quali-ty & Reliability Management, 27(6), 658-683.
Dehnavi, P., Mollahosseini, A., & Forghani, M. (2014). Measuring the impact of service quality on post-purchase inten-tion. Management Science Letters, 4(8), 1837-1840.
Devaraj, S., Matta, K. F., & Conlon, E. (2001). Product and service quality: the antecedents of customer loyalty in the au-tomotive industry. Production and Operations Management, 10(4), 424-439.
Donavan, D. T., Brown, T. J., & Mowen, J. C. (2004). Internal benefits of service-worker customer orientation: Job satisfac-tion, commitment, and organizational citizenship behaviors. Journal of Marketing, 68(1), 128-146.
Ehigie, O.B. (2006). Correlates of customer loyalty to their bank: a case study in Nigeria. International Journal of Bank Marketing, 24(7), 494-508.
Elahi, E., Lamba, N., & Ramaswamy, C. (2013). How can we improve the performance of supply chain contracts? An ex-perimental study. International Journal of Production Economics, 142(1), 146-157.
Fine, C. H., Vardan, R., Pethick, R., & El-Hout, J. (2002). Rapid-response capability in value-chain design. MIT Sloan Man-agement Review, 43(2), 69.
Fischer, T., Gebauer, H., Gregory, M., Ren, G., & Fleisch, E. (2010). Exploitation or exploration in service business develop-ment? Insights from a dynamic capabilities perspective. Journal of Service Management, 21(5), 591-624.
Frost, F. A., & Kumar, M. (2000). INTSERVQUAL–an internal adaptation of the GAP model in a large service organisa-tion. Journal of Services Marketing, 14(5), 358-377.
Gandhi, S. K., Sachdeva, A., & Gupta, A. (2017). Treat Employees like Customers for an Achievement Culture: An Intrinsic Service Quality Perspective from Indian SMEs. Journal of Industrial Engineering and Advances, 2(3).
Gandhi, S., Sachdeva, A., & Gupta, A. (2018a). Developing a scale to measure employee service quality in Indian SMEs. Management Science Letters, 8(5), 455-474.
Gandhi, S., Sachdeva, A., & Gupta, A. (2018b). Distributor service quality in Indian SMEs: A bi-directional customer per-spective. Uncertain Supply Chain Management, 6(4), 335-356.
Ganesan, P. (2007). Service Quality, Customer Satisfaction and Loyalty: Indian Public Sector Bank’s Branch Level Study. Panda TK and Donthu N Marketing in the New Global Order: Challenges and Opportunities.
Ganguli, S., & Roy, S. K. (2010). Service quality dimensions of hybrid services. Managing Service Quality: An Internation-al Journal, 20(5), 404-424.
Gerbing, D. W., & Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of marketing research, 186-192.
Grant, D. B. (2005). The transaction-relationship dichotomy in logistics and supply chain management. In Supply Chain Forum: An International Journal, 6(2), January, pp. 38-48.
Gremyr, I., Witell, L., Löfberg, N., Edvardsson, B., & Fundin, A. (2014). Understanding new service development and ser-vice innovation through innovation modes. Journal of Business & Industrial Marketing, 29(2), 123-131.
Grönroos, C., & Voima, P. (2013). Critical service logic: making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133-150.
Gupta, T. K., & Singh, V. (2015). A systematic approach to evaluate supply chain management environment index using graph theoretic approach. International Journal of Logistics Systems and Management, 21(1), 1-45.
Gupta, T. K., & Singh, V. (2016). A Framework to Measure the Service Quality of Distributor with Fuzzy Graph Theoretic Approach. Journal of Industrial Engineering, 1(1), 1-12.
Gupta, T. K., & Singh, V. (2017). Measurement of service quality of automobile organisation by artificial neural net-work. International Journal of Management Concepts and Philosophy, 10(1), 32-53.
Hair Jr, J. F., Wolfinbarger, M., Money, A. H., Samouel, P., & Page, M. J. (2015). Essentials of Business Research Methods. Routledge.
Hartog, D. N., & Verburg, R. M. (2004). High performance work systems, organisational culture and firm effective-ness. Human Resource Management Journal, 14(1), 55-78.
Hazra, S. G., & Srivastava, K. B. (2010). Impact of service quality on customer satisfaction, loyalty, and commitment in the Indian banking sector. Indian Journal of Marketing, 40(5), 23-35.
Hicks, C., McGovern, T., & Earl, C. F. (2000). Supply chain management: A strategic issue in engineer to order manufactur-ing. International Journal of Production Economics, 65(2), 179-190.
Hooper, D., Coughlan, J., & Mullen, M. (2008). Structural equation modelling: Guidelines for determining model fit. Articles, 2.
Ismail Hussien, M., & Abd El Aziz, R. (2013). Investigating e-banking service quality in one of Egypt’s banks: a stakehold-er analysis. The TQM Journal, 25(5), 557-576.
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sec-tor. International Journal of Quality & Reliability Management, 32(3), 250-269.
Jain, R., Sahney, S., & Sinha, G. (2013). Developing a scale to measure students’ perception of service quality in the Indian context. The TQM Journal, 25(3), 276-294.
Jenatabadi, H. S. (2015). A Tutorial for Analyzing Structural Equation Modelling. arXiv preprint arXiv:1504.03430.
Kamakoty, J., & Sohani, N. (2016). Measurement of service quality of upstream and downstream supply chain. Interna-tional Journal of Services and Operations Management, 25(1), 99-119.
Kamakoty, J., Sohani, N., & Sohani, N. (2015). Determinants of service quality in education: service provider's perspective and academician's perspective. International Journal of Services and Operations Management, 20(2), 141-164.
Kaplan, Robert M., and Dennis P. Saccuzzo. Psychological testing: Principles, applications, and issues. Nelson Education, 2017.
Karlsson, C. (2009). Researching Operations Management: Routledge 2009 Book. In POM (Production and Operation Management) 2009 Conference.
Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
Kaynak, H., & Hartley, J. L. (2008). A replication and extension of quality management into the supply chain. Journal of Operations Management, 26(4), 468-489.
Kelkar, M. (2010). SERVDIV: A Vedic approach to measurement of service quality. Services Marketing Quarterly, 31(4), 420-433.
Kline, R. B. (2004). Structural equation modeling.
Kuo, Y. K., & Ye, K. D. (2009). The causal relationship between service quality, corporate image and adults' learning satis-faction and loyalty: A study of professional training programmes in a Taiwanese vocational institute. Total Quality Management, 20(7), 749-762.
Kureshi, N., Qureshi, F., & Sajid, A. (2010). Current health of quality management practices in service sector SME: A case study of Pakistan. The TQM Journal, 22(3), 317-329.
Lenka, U., Suar, D., & Mohapatra Pratop, K. J.(2009). Service Quality, Customer Satisfaction and Customer Loyalty in In-dian Commercial Banks. Journal of Entrepreneurship, 18(1), 47-64.
Lepmets, M., Cater-Steel, A., Gacenga, F., & Ras, E. (2012). Extending the IT service quality measurement framework through a systematic literature review. Journal of Service Science Research, 4(1), 7-47.
Lev, B. (2004). Sharpening the intangibles edge. Harvard Business Review, 6, 109-116.
Liao, H., Toya, K., Lepak, D. P., & Hong, Y. (2009). Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. Journal of Applied Psychology, 94(2), 371.
Lusch, R. F., Vargo, S. L., & O’brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of Retailing, 83(1), 5-18.
Marinova, D., Ye, J., & Singh, J. (2008). Do frontline mechanisms matter? Impact of quality and productivity orientations on unit revenue, efficiency, and customer satisfaction. Journal of Marketing, 72(2), 28-45.
Mathieu, V. (2001). Service strategies within the manufacturing sector: benefits, costs and partnership. International Jour-nal of Service Industry Management, 12(5), 451-475.
Meena, K., & Thakkar, J. (2014). Development of balanced scorecard for healthcare using interpretive structural modeling and analytic network process. Journal of Advances in Management Research, 11(3), 232-256.
Menguc, B., Auh, S., Fisher, M., & Haddad, A. (2013). To be engaged or not to be engaged: The antecedents and conse-quences of service employee engagement. Journal of Business Research, 66(11), 2163-2170.
Mittal, V., & Kamakura, W.A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderat-ing effect of customer characteristics. Journal of Marketing Research, 38(1), 131-142.
Mulki, J. P., Jaramillo, F., & Locander, W. B. (2006). Effects of ethical climate and supervisory trust on salesperson’s job at-titudes and intentions to quit. Journal of Personal Selling & Sales Management, 26(1), 19-26.
Narayandas, D. (2005). Building loyalty in business markets. Harvard Business Review, 83(9), 131-139.
Neely, A. (2009). Exploring the financial consequences of the servitization of manufacturing, Operations Management Re-search 1: 103–111.
Nenadál, J. (2015). Comprehensive quality assessment of Czech higher education institutions. International Journal of Quality and Service Sciences, 7(2/3), 138-151.
Nor, A. O., & Musa, R. (2011). Measuring service quality in retail loyalty programmes (LPSQual) Implications for retailers' retention strategies. International Journal of Retail & Distribution Management, 39(10), 759-784.
Nunnally, J. (1978). Psychometric methods.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. MIT Sloan Man-agement Review, 32(3), 39.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for fu-ture research. the Journal of Marketing, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Parmata, U. M. D. (2016). Measuring service quality in pharmaceutical supply chain–distributor’s perspec-tive. International Journal of Pharmaceutical and Healthcare Marketing, 10(3), 258-284.
Pedhazur, E. J., & Schmelkin, L. P. (2013). Measurement, design, and analysis: An integrated approach. Psychology Press.
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS Quarterly, 173-187.
Prakash, A., Jha, S. K., & Kallurkar, S. P. (2011). Attitudes of Indians Towards Service Quality for Life Insurance in In-dia. Chief Patron.
Prakash, G. (2011). Service quality in supply chain: empirical evidence from Indian automotive industry. Supply Chain Management: An International Journal, 16(5), 362-378.
Prakash, G. (2014). QoS in the internal supply chain: the next lever of competitive advantage and organisational perfor-mance. Production Planning & Control, 25(7), 572-591.
Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of management jour-nal, 44(5), 1018-1027.
Ranaweera, C., & Sigala, M. (2015). From service quality to service theory and practice. Journal of Service Theory and Practice, 25(1), 2-9.
Robson, C. (2002). Real world research: A resource for social scientists and practitioner-researchers.
Sahay, B. S., Gupta, J. N., & Mohan, R. (2006). Managing supply chains for competitiveness: the Indian scenario. Supply Chain Management: An International Journal, 11(1), 15-24.
Sahoo, A. K., & Mishra, U. S. (2013). Evaluating performance of supply chain management system: a conceptual analysis in BSNL. International Journal of Supply Chain Management, 2(2), 84-91.
Saleh, F. I. M., Sweis, R. J., Abdelqader, B. Y., Abdallah, A. B., & Arafeh, M. (2017). The effect of TQM dimensions on the performance of international non-governmental organisations operating in Jordan. International Journal of Productivi-ty and Quality Management, 21(4), 443-459.
Saranga, H. (2009). The Indian auto component industry–Estimation of operational efficiency and its determinants using DEA. European Journal of Operational Research, 196(2), 707-718.
Sasser, W. E., Schlesinger, L. A., & Heskett, J. L. (1997). Service Profit Chain. Simon and Schuster.
Saunders, M. N. (2011). Research Methods for Business Students, 5/e. Pearson Education India.
Schreiber, J. B., Nora, A., Stage, F. K., Barlow, E. A., & King, J. (2006). Reporting structural equation modeling and confirm-atory factor analysis results: A review. The Journal of Educational Research, 99(6), 323-338.
Schreiber, J. B., Nora, A., Stage, F. K., Barlow, E. A., & King, J. (2006). Reporting structural equation modeling and confirm-atory factor analysis results: A review. The Journal of Educational Research, 99(6), 323-338.
Schwab, D. P. (2013). Research methods for organizational studies. Psychology Press.
Sedmak, A. (2016). The Innovator's Dilemma: When New Technologies Cause Great Firms to Fail. Defense AR Jour-nal, 23(4), 414.
Seth, N., Deshmukh, S. G., & Vrat, P. (2006). A framework for measurement of quality of service in supply chains. Supply Chain Management: An International Journal, 11(1), 82-94.
Sheffi, Y., & Rice Jr, J. B. (2005). A supply chain view of the resilient enterprise. MIT Sloan management review, 47(1), 41.
Singh, B.J., & Khanduja, D. (2009). SMED: for quick changeovers in foundry SMEs. International Journal of Productivity and Performance Management, 59(1), 98-116.
Singh, C. D., & Khamba, J. S. (2016). Structural equation modelling for manufacturing competency and strategic success factors. In International Journal of Engineering Research in Africa (Vol. 19, pp. 138-155). Trans Tech Publications.
Singh, H., Garg, R., & Sachdeva, A. (2018). Supply chain collaboration: A state-of-the-art literature review. Uncertain Sup-ply Chain Management, 6(2), 149-180.
Singh, J. (2000). Performance productivity and quality of frontline employees in service organizations. Journal of Market-ing, 64(2), 15-34.
Soteriou, A. C., & Stavrinides, Y. (2000). An internal customer service quality data envelopment analysis model for bank branches. The International Journal of Bank Marketing, 18(5), 246-252.
Spohrer, J., Maglio, P. P., Bailey, J., & Gruhl, D. (2007). Steps toward a science of service systems. Computer, 40(1).
Subha, M. V., & Archana, R. (2013). Identifying the dimensions of service quality as antecedents to passenger satisfaction of Rajiv Gandhi International Airport. Journal of Contemporary Research in Management, 8(2), 25.
Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics. Allyn & Bacon/Pearson Education.
Taris, T. W., & Schreurs, P. J. (2009). Well-being and organizational performance: An organizational-level test of the hap-py-productive worker hypothesis. Work & Stress, 23(2), 120-136.
Tejpal, G., Garg, R. K., & Sachdeva, A. (2013). Trust among supply chain partners: a review. Measuring Business Excel-lence, 17(1), 51-71.
Theodosiou, M., Kehagias, J., & Katsikea, E. (2012). Strategic orientations, marketing capabilities and firm performance: An empirical investigation in the context of frontline managers in service organizations. Industrial Marketing Manage-ment, 41(7), 1058-1070.
Trochim, W.M.K. (2009). Research Methods. Second Edition. New Delhi, Biztantra
Verburg, R. M., Den Hartog, D. N., & Koopman, P. L. (2007). Configurations of human resource management practices: a model and test of internal fit. The International Journal of Human Resource Management, 18(2), 184-208.
Wilkins, S., & Stephens Balakrishnan, M. (2013). Assessing student satisfaction in transnational higher educa-tion. International Journal of Educational Management, 27(2), 143-156.
Wu, M. Y., Weng, Y. C., & Huang, I. C. (2012). A study of supply chain partnerships based on the commitment-trust theo-ry. Asia Pacific Journal of Marketing and Logistics, 24(4), 690-707.
Yee, R. W., Yeung, A. C., & Cheng, T. E. (2010). An empirical study of employee loyalty, service quality and firm perfor-mance in the service industry. International Journal of Production Economics, 124(1), 109-120.
Yoo, B., & Donthu, N. (2001). Developing and validating a multidimensional consumer-based brand equity scale. Journal of Business Research, 52(1), 1-14.