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Customer input failures in service processes
Seppänen, Kaisa; Huiskonen, Janne; Karppinen, Henri - In: International journal of services and operations management 17 (2014) 4, pp. 439-452
Persistent link: https://www.econbiz.de/10010410864
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Contact centre service excellence : a proposed conceptual framework
Surya Dharamdass; Fernando, Yudi - In: International journal of services and operations management 29 (2018) 1, pp. 18-41
Persistent link: https://www.econbiz.de/10011849891
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Redefining service quality scale with customer experience quality scale : a critical review
Gupta, Atul - In: International journal of services and operations management 25 (2016) 1, pp. 48-64
Persistent link: https://www.econbiz.de/10011593379
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A development model of factors affecting customer loyalty to mobile service providers in Thailand
Patcharanan Klankaew; Amnuay Saengnoree - In: International journal of services and operations management 29 (2018) 4, pp. 487-506
Persistent link: https://www.econbiz.de/10011878321
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Electronic word-of-mouth in the mobile service sector : the role of service quality and customer emotional response
Alsaggaf, Mohammed; Lü, Kevin; Li, Xiaoying - In: International journal of services and operations management 34 (2019) 1, pp. 81-110
Persistent link: https://www.econbiz.de/10012145258
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Identifying product and process configuration requirements in a decentralised service delivery system
Karppinen, Henri; Seppänen, Kaisa; Huiskonen, Janne - In: International journal of services and operations management 17 (2014) 3, pp. 294-310
Persistent link: https://www.econbiz.de/10010389438
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Operations management in improving elderly home care
Rintala, Annastiina; Karppinen, Henri; Koivuniemi, Jouni - In: International journal of services and operations management 24 (2016) 3, pp. 331-362
Persistent link: https://www.econbiz.de/10011635942
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Value creation through lean management : a case study of healthcare service operations
Salam, Mohammad Asif; Khan, Sami A. - In: International journal of services and operations management 25 (2016) 3, pp. 275-293
Persistent link: https://www.econbiz.de/10011636447
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Service quality programme developments and lean management aspects : a multi-case study
Smith, Alan D. - In: International journal of services and operations management 7 (2010) 1, pp. 1-23
Persistent link: https://www.econbiz.de/10008647387
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The strategic concerns of quality assurance : case study of large reputable firms in the service sector
Smith, Alan D. - In: International journal of services and operations management 7 (2010) 3, pp. 275-299
Persistent link: https://www.econbiz.de/10008798971