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~person:"Dahlgaard, Jens Jörn"
~person:"Izogo, Ernest Emeka"
~person:"Min, Ho-key"
~person:"Ukko, Juhani"
~subject:"Benchmarking"
~subject:"Dienstleistungssektor"
~subject:"Qualitätsmanagement"
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Search: "Dienstleistungsqualität"
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Benchmarking
Dienstleistungssektor
Qualitätsmanagement
Dienstleistungsqualität
30
Service quality
30
Customer satisfaction
19
Kundenzufriedenheit
19
Beziehungsmarketing
14
Relationship marketing
14
Quality management
10
Consumer behaviour
9
Konsumentenverhalten
9
Performance measurement
8
Performance-Messung
8
Service industry
8
Nigeria
6
USA
6
United States
6
Customer service
5
Kundenservice
5
Betriebliche Wertschöpfung
4
Telecommunications
4
Telecommunications industry
4
Telekommunikation
4
Telekommunikationssektor
4
Value creation
4
Customer commitment
3
Customer loyalty
3
Customer orientation
3
Expertise
3
Information sharing
3
Measurement
3
Messung
3
Performance
3
Performance management
3
Performance-Management
3
Product quality
3
Produktqualität
3
Relationship quality
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Service
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20
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20
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English
20
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Dahlgaard, Jens Jörn
Izogo, Ernest Emeka
Min, Ho-key
Ukko, Juhani
Bruhn, Manfred
35
Shahin, Arash
16
Prybutok, Victor R.
12
Rahman, Zillur
12
Talib, Faisal
11
Dahlgaard-Park, Su Mi
10
McFadden, Kathleen L.
10
Rust, Roland T.
10
Schreier, Gerhard
10
Antony, Jiju
9
Cudney, Elizabeth A.
9
Witell, Lars
9
Marimon, Frederic
8
Qureshi, M. N.
8
Stauss, Bernd
8
Benkenstein, Martin
7
Wirtz, Jochen
7
Amorim, Marlene
6
Chakraborty, Subhajit
6
Dwivedi, Yogesh Kumar
6
He, Zhen
6
Kaynak, Hale
6
Medeiros, Denise Dumke de
6
Melo, Fagner José Coutinho de melo
6
Richter, Wolfram F.
6
Schneider, Kerstin
6
Basu, Rana
5
Bhola, Prabha
5
Calabrese, Armando
5
Chang, Tsang-Chuan
5
Corak, Miles
5
Gandhi, Surjit Kumar
5
Gerstner, Eitan
5
Gotzamani, Katerina
5
Gowen, Charles, III.
5
Gremyr, Ida
5
Gupta, Ajay
5
Gustafsson, Anders
5
Huang, Ming-Hui
5
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Benchmarking : an international journal ; BIJ
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
International journal of quality & reliability management
3
International journal of quality and service sciences
2
African journal of economic and management studies : AJEMS
1
Benchmarking : an international journal
1
International journal of business performance management
1
International journal of services and operations management
1
Journal of retailing and consumer services
1
The TQM journal : the international review of organizational improvement
1
The journal of services marketing
1
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ECONIS (ZBW)
20
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1
Enhancing customer satisfaction, personnel satisfaction and company reputation with total quality management : combining traditional and new views
Lepistö, Kari
;
Saunila, Minna
;
Ukko, Juhani
- In:
Benchmarking : an international journal
31
(
2024
)
1
,
pp. 75-97
Persistent link: https://www.econbiz.de/10014502869
Saved in:
2
From quality control to TQM, service quality and service sciences : a 30-year review of TQM literature
Chen, Chi-Kuang
;
Reyes, Lidia
;
Dahlgaard, Jens Jörn
; …
- In:
International journal of quality and service sciences
14
(
2022
)
2
,
pp. 217-237
Persistent link: https://www.econbiz.de/10013330611
Saved in:
3
A Quality Scorecard for the era of Industry 4.0
Shin, Wan Seon
;
Dahlgaard, Jens Jörn
;
Dahlgaard-Park, Su Mi
- In:
Total quality management & business excellence : an …
29
(
2018
)
9
,
pp. 959-976
Persistent link: https://www.econbiz.de/10011918717
Saved in:
4
Measuring the service quality of luxury hotel chains in the USA
Min, Ho-key
- In:
International journal of services and operations management
30
(
2018
)
4
,
pp. 465-479
Persistent link: https://www.econbiz.de/10011927282
Saved in:
5
The HWWP, a refined IVA-Kano model for designing new delightful products or services
Potra, Sabina Alina
;
Izvercian, Monica
;
Pugna, Adrian Pavel
- In:
Total quality management & business excellence : an …
28
(
2017
)
1/2
,
pp. 104-117
Persistent link: https://www.econbiz.de/10011730228
Saved in:
6
Gaining insights into the measurement of value in industrial service network
Saunila, Minna
;
Rantala, Tero
;
Ukko, Juhani
;
Pekkola, Sanna
- In:
International journal of quality & reliability management
34
(
2017
)
4
,
pp. 478-493
Persistent link: https://www.econbiz.de/10011704838
Saved in:
7
Customer loyalty in telecom service sector : the role of service quality and customer commitment
Izogo, Ernest Emeka
- In:
The TQM journal : the international review of …
29
(
2017
)
1
,
pp. 19-36
Persistent link: https://www.econbiz.de/10011648817
Saved in:
8
Antecedents of attitudinal loyalty in a telecom service sector : the Nigerian case
Izogo, Ernest Emeka
- In:
International journal of quality & reliability management
33
(
2016
)
6
,
pp. 747-768
Persistent link: https://www.econbiz.de/10011591125
Saved in:
9
Exploring added value through the service process : a comparative multiple case study
Pekkola, Sanna
;
Ukko, Juhani
- In:
Benchmarking : an international journal ; BIJ
23
(
2016
)
5
,
pp. 1249-1263
Persistent link: https://www.econbiz.de/10011571812
Saved in:
10
Customers' service quality perception in automotive repair
Izogo, Ernest Emeka
- In:
African journal of economic and management studies : AJEMS
6
(
2015
)
3
,
pp. 272-288
Persistent link: https://www.econbiz.de/10011474163
Saved in:
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