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The relationship between internalisation of a quality standard and customer results via employee and social results in the hotel industry
Tarí, Juan José; Pereira-Moliner, Jorge; Molina … - In: Total quality management & business excellence 33 (2022) 14, pp. 1656-1673
Persistent link: https://www.econbiz.de/10013415861
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quality function deployment
Beheshtinia, Mohammad Ali; Azad, Mohsen Farzaneh - In: Total quality management & business excellence 30 (2019) 7, pp. 808-830
Persistent link: https://www.econbiz.de/10012199789
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Fulfilment of expectations mediating quality and satisfaction : the case of hospital service
Marimon, Frederic; Gil-Doménech, Dolors; Bastida, Ramon - In: Total quality management & business excellence 30 (2019) 2, pp. 201-220
Persistent link: https://www.econbiz.de/10012199739
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Monitoring patient dissatisfaction : a methodology based on SERVQUAL scale and statistical process control charts
Altuntas, Serkan; Dereli, Türkay; Kaya, İhsan - In: Total quality management & business excellence 31 (2020) 9, pp. 978-1008
Persistent link: https://www.econbiz.de/10012256679
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Shedding light on hospital service failure : findings from Taiwanese medical QCC
Chiu, Wen-Hong; Luong, Chi-Quyen; Chi, Hui-Ru - In: Total quality management & business excellence 31 (2020) 15, pp. 1718-1737
Persistent link: https://www.econbiz.de/10012385056
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An integrated methodology for evaluating patient service quality
Materla, Tejaswi; Cudney, Elizabeth A. - In: Total quality management & business excellence 31 (2020) 15, pp. 1738-1759
Persistent link: https://www.econbiz.de/10012385057
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What determines patient loyalty in health services? : an analysis to assist service quality management
Oliveira, Lucas Ambrósio Bezerra de; Albuquerque, … - In: Total quality management & business excellence 33 (2022) 12, pp. 1403-1421
Persistent link: https://www.econbiz.de/10013352681
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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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The impact of the implementation of the quality management system on organisational performance : an action research in a Brazilian brewing manufacture
Nicoletti Junior, Alaercio; Oliveira, Maria Celia de - In: Total quality management & business excellence 30 (2019) 12, pp. 1411-1427
Persistent link: https://www.econbiz.de/10012199894
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An empirical exploration of quality management practices and firm performance from Chinese manufacturing industry
Liu, Huiming; Wu, Su; Zhong, Chongwen; Liu, Ying - In: Total quality management & business excellence 32 (2021) 15, pp. 1694-1712
Persistent link: https://www.econbiz.de/10012694179