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Customer incivility and customer problem-solving behaviour in frontline employees : testing a moderated mediation model
Bani-Melhem, Shaker; Abu Khait, Rawan; Faridahwati Mohd … - In: Total quality management & business excellence 33 (2022) 3, pp. 278-296
Persistent link: https://www.econbiz.de/10013166863
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Research on the influence of compensation methods and customer sentiment on service recovery effect
Wei, Jiahua; Lin, Xi - In: Total quality management & business excellence 33 (2022) 5, pp. 489-508
Persistent link: https://www.econbiz.de/10013166889
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Exploring mediating role of service quality in the association between sensory marketing and customer satisfaction
Satti, Zoya Wajid; Babar, Samreen Fahim; Ahmad, Hafiz … - In: Total quality management & business excellence 32 (2021) 7, pp. 719-736
Persistent link: https://www.econbiz.de/10012513921
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Exploring service quality model from the perspective of sensory perception
Yang, Jing; Jin, Xiang; Le, Wei; Sheng, Fei - In: Total quality management & business excellence 32 (2021) 14, pp. 1548-1568
Persistent link: https://www.econbiz.de/10012649849
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Making the long and adventurous journey from quality to loyalty
Marimon, Frederic; Mas-Machuca, Marta; Llach, Josep - In: Total quality management & business excellence 32 (2021) 15, pp. 1713-1731
Persistent link: https://www.econbiz.de/10012694186
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Important drivers for customer satisfaction : from product focus to image and service quality
Hallencreutz, Jacob; Parmler, Johan - In: Total quality management & business excellence 32 (2021) 5, pp. 501-510
Persistent link: https://www.econbiz.de/10012440307
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Toward a theoretical framework of service experience : perspectives from customer expectation and customer emotion
Hsieh, Yen-Hao; Yuan, Soe-Tsyr Daphne - In: Total quality management & business excellence 32 (2021) 5, pp. 511-527
Persistent link: https://www.econbiz.de/10012440308
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Service quality in a mobile-banking-applications context : do users' age and gender matter?
Trabelsi-Zoghlami, Amira; Berraies, Sarra; Yahia, Karim Ben - In: Total quality management & business excellence 31 (2020) 15, pp. 1639-1668
Persistent link: https://www.econbiz.de/10012385051
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Measuring service quality perceptions of customers in the hotel industry of Pakistan
Malik, Shahab Alam; Akhtar, Farheen; Raziq, Muhammad Mustafa - In: Total quality management & business excellence 31 (2020) 3, pp. 263-278
Persistent link: https://www.econbiz.de/10012256595
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Service quality, experiential value and repurchase intention for medical cosmetology clinic : moderating effect of Generation
Chang, Wen-Jung; Liao, Shu-Hsien; Chung, Yu-Chun; Chen, … - In: Total quality management & business excellence 31 (2020) 10, pp. 1077-1097
Persistent link: https://www.econbiz.de/10012256692