Purpose: The linkage between internal and external satisfaction is an understudied topic in the service field. This study aims to address this gap by proposing an original research model, the service excellence chain (SEC), that connects the internal and external perspectives by conjoining...

Purpose This paper aims to holistically reconcile internal and external customer satisfaction using probabilistic graphical models. The models are useful not only in the identification of the most sensitive factors for the creation of both internal and external customer satisfaction but also in...

Bayesian networks are graphical models that represent the joint distribution of a set of variables using directed acyclic graphs. The graph can be manually built by domain experts according to their knowledge. However, when the dependence structure is unknown (or partially known) the network has...

Quality management and customer satisfaction evaluation can be difficult tasks to perform when processes involve multiple production lines or provide multichannel services. As a consequence, the top management needs to analyse the problem from different perspectives, to evaluate possible...