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The application of Kano model in the healthcare industry : a systematic literature review
Materla, Tejaswi; Cudney, Elizabeth A.; Antony, Jiju - In: Total quality management & business excellence 30 (2019) 6, pp. 660-681
Persistent link: https://www.econbiz.de/10012199777
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The effects of service quality determinants on social networking site-based commerce : the Malaysian customers' perspective
Suaini Sura; Ahn, Jongchang - In: Total quality management & business excellence 30 (2019) 13, pp. 1480-1494
Persistent link: https://www.econbiz.de/10012199899
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Absorptive capacity as enabler for service improvements : the role of customer satisfaction information usage
Birch-Jensen, Andrea; Gremyr, Ida; Halldórsson, Árni - In: Total quality management & business excellence 32 (2021) 15, pp. 1651-1665
Persistent link: https://www.econbiz.de/10012694175
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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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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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Assessment of six alternative models of service quality
Park, Sang-June; Yi, Youjae; Lee, Yeong-Ran - In: Total quality management & business excellence 34 (2023) 3, pp. 364-396
Persistent link: https://www.econbiz.de/10013550177
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Exploring driver and user perspectives of service quality in sharing economy transport platforms
Amat-Lefort, Natalia; Marimon, Frederic; Mas-Machuca, Marta - In: Total quality management & business excellence 34 (2023) 11/12, pp. 1315-1333
Persistent link: https://www.econbiz.de/10014320290
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Assessing recommendation on a combination analysis of SERVPERF (or SERVQUAL) and IPA
Park, Sang-June; Yi, Youjae - In: Total quality management & business excellence 33 (2022) 15, pp. 1777-1798
Persistent link: https://www.econbiz.de/10013482814
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How can a quantitative analysis of Kano's model be improved further for better understanding of customer needs?
Kirgizov, Ulugbek Abdumalikovich; Kwak, Choonjong - In: Total quality management & business excellence 33 (2022) 14, pp. 1605-1624
Persistent link: https://www.econbiz.de/10013415859
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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