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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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The contest determinant of delight and disappointment : a case study of online banking
Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesús, … - In: Total quality management & business excellence : an … 24 (2013) 12, pp. 1376-1389
Persistent link: https://www.econbiz.de/10010208024
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The influence of customer participation on service failure perceptions
Koc, Erdogan; Ulukoy, Metin; Kilic, Recep; Yumusak, Sedat; … - In: Total quality management & business excellence : an … 28 (2017) 3/4, pp. 390-404
Persistent link: https://www.econbiz.de/10011723681
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A study on the antecedents and consequences of customer delight
Dey, Soma; Ghosh, Sanjukta; Datta, Biplab; Barai, Parama - In: Total quality management & business excellence : an … 28 (2017) 1/2, pp. 47-61
Persistent link: https://www.econbiz.de/10011729369
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Delighting customers : an exploration into the discriminating factors
Chowdhury, Utpal Kumar - In: Total quality management & business excellence : an … 20 (2009) 1/2, pp. 253-266
Persistent link: https://www.econbiz.de/10003859054
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Methodology implications in automotive product-service systems : a systematic literature review
Sabbagh, Omar; Mohd Nizam Ab Rahman; Wan Rosmanira Ismail; … - In: Total quality management & business excellence : an … 28 (2017) 13, pp. 1632-1668
Persistent link: https://www.econbiz.de/10011817067
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Customer service quality improvement in the public sector through the Internet
Ha, Sung Ho; Lee, Min Jung - In: Total quality management & business excellence : an … 21 (2010) 11/12, pp. 1161-1176
Persistent link: https://www.econbiz.de/10008824975
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Does culture impact preferred employee attributes in complaint-handling encounters?
Gruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander; … - In: Total quality management & business excellence : an … 24 (2013) 11, pp. 1301-1315
Persistent link: https://www.econbiz.de/10010208056
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A multilevel analysis of customer engagement, its antecedents, and the effects on service innovation
Chen, Ja-Shen; Weng, Hua-Hung Robin; Huang, Chio-Lun - In: Total quality management & business excellence : an … 29 (2018) 4, pp. 410-428
Persistent link: https://www.econbiz.de/10011854070
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The service excellence and innovation model : lessons from IKEA and other service frontiers
Edvardsson, Bo; Enquist, Bo - In: Total quality management & business excellence : an … 22 (2011) 5, pp. 535-551
Persistent link: https://www.econbiz.de/10009243166