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A typology of customer variability and employee variability in service industries
Yang, Ching-chow; Cheng, Lai-yu; Lin, Chiuhsiang Joe - In: Total quality management & business excellence : an … 26 (2015) 7/8, pp. 825-839
Persistent link: https://www.econbiz.de/10011388421
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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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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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Service quality evaluation : moderating influences of first-time and revisiting customers
Kuo, Tsuang; Chen, Chih Ta; Cheng, Wan Jung - In: Total quality management & business excellence : an … 29 (2018) 4, pp. 429-440
Persistent link: https://www.econbiz.de/10011854071
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Factors influencing consumer loyalty towards 3G mobile data service providers : evidence from Ghana
Ofori, Kwame Simpe; Boakye, Kwabena G.; Narteh, Bedman - In: Total quality management & business excellence : an … 29 (2018) 5, pp. 580-598
Persistent link: https://www.econbiz.de/10011854104
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Strategic framework of fitness clubs based on quality dimensions : the blue ocean strategy approach
Vieira, Elsa Regina Monteiro; Ferreira, João J. M. - In: Total quality management & business excellence : an … 29 (2018) 14, pp. 1648-1667
Persistent link: https://www.econbiz.de/10011962118
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Modelling the relationship among retail atmospherics, service quality, satisfaction and customer behavioural intentions in an emerging economy context
Rajic, Tamara; Dado, Jaroslav - In: Total quality management & business excellence : an … 24 (2013) 9, pp. 1096-1110
Persistent link: https://www.econbiz.de/10009793748
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The mediating role of relational benefit between service quality and customer loyalty in airline industry
Chen, Po-tsang; Hu, Hsin-hui - In: Total quality management & business excellence : an … 24 (2013) 9, pp. 1084-1095
Persistent link: https://www.econbiz.de/10009793751
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Relationship quality in a coproduction context and the moderating effects of relationship orientation
Wu, Shih-hao; Huang, Stephen Chi-Tsun; Tsai, Ching-yi Daphne - In: Total quality management & business excellence : an … 24 (2013) 9, pp. 1062-1083
Persistent link: https://www.econbiz.de/10009793755