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Implementation of relationship quality for CRM performance: acquisition of BPR and organisational learning
Chang, Hsin Hsin; Ku, Po Wen - In: Total quality management & business excellence : an … 20 (2009) 3/4, pp. 327-348
Persistent link: https://www.econbiz.de/10003862497
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Public administrators' engagement in services co-creation : factors that foster and hinder organisational learning about citizens
Magno, Francesca; Cassia, Fabio - In: Total quality management & business excellence : an … 26 (2015) 11/12, pp. 1161-1172
Persistent link: https://www.econbiz.de/10011525755
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Quality of experience : beyond the user experience of smart services
Shin, Dong-hee - In: Total quality management & business excellence : an … 26 (2015) 7/8, pp. 919-932
Persistent link: https://www.econbiz.de/10011388436
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Developing control charts in monitoring service quality based on the number of customer complaints
Chen, Kuen-Suan; Chang, Tsang-Chuan; Wang, Kung-Jeng; … - In: Total quality management & business excellence : an … 26 (2015) 5/6, pp. 675-689
Persistent link: https://www.econbiz.de/10011305614
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Internet-banking customer analysis based on perceptions of service quality in Taiwan
Liang, Chih-Chin; Wu, Pei-Ching - In: Total quality management & business excellence : an … 26 (2015) 5/6, pp. 550-568
Persistent link: https://www.econbiz.de/10011305706
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A comparative study of ordinary and fastidious customers' priorities in service quality dimensions
Dabestani, Reza; Shahin, Arash; Shirouyehzad, Hadi; … - In: Total quality management & business excellence : an … 28 (2017) 3/4, pp. 331-350
Persistent link: https://www.econbiz.de/10011723613
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The HWWP, a refined IVA-Kano model for designing new delightful products or services
Potra, Sabina Alina; Izvercian, Monica; Pugna, Adrian Pavel - In: Total quality management & business excellence : an … 28 (2017) 1/2, pp. 104-117
Persistent link: https://www.econbiz.de/10011730228
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Combined analysis of service expectations and perceptions in lodging industry through quality function deployment
Kurtulmuşiğlu, Feride Bahar; Pakdil, Fatma - In: Total quality management & business excellence : an … 28 (2017) 12, pp. 1393-1413
Persistent link: https://www.econbiz.de/10011781640
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Customer relationship management and customer satisfaction : the mediating role of relationship quality
Santouridis, Ilias; Veraki, Androniki - In: Total quality management & business excellence : an … 28 (2017) 10, pp. 1122-1133
Persistent link: https://www.econbiz.de/10011778120
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A typology of customer-to-customer interaction and its implications for excellence in service provision
Sá, Patrícia Moura; Amorim, Marlene - In: Total quality management & business excellence : an … 28 (2017) 10, pp. 1183-1193
Persistent link: https://www.econbiz.de/10011778140