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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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Functional form of connections between perceived service quality, customer satisfaction and customer loyalty in the automotive servicing industry
Ažman, Slavko; Gomišček, Boštjan - In: Total quality management & business excellence : an … 26 (2015) 7/8, pp. 888-904
Persistent link: https://www.econbiz.de/10011388434
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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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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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Exploring customers' perceptions about Quality Management Systems : an empirical study in Italy
Murmura, Federica; Bravi, Laura - In: Total quality management & business excellence : an … 29 (2018) 12, pp. 1466-1481
Persistent link: https://www.econbiz.de/10011919022
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The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesús, … - In: Total quality management & business excellence : an … 25 (2014) 8, pp. 856-864
Persistent link: https://www.econbiz.de/10010393804
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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 moderating role of nationality on the satisfaction loyalty link : evidence from the tourism industry
Pantouvakis, Angelos - In: Total quality management & business excellence : an … 24 (2013) 10, pp. 1174-1187
Persistent link: https://www.econbiz.de/10009793740
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An examination of the effects of quality on customer loyalty : the automobile industry in Taiwan
Chang, Peng-Chan; Chuang, Chun-Ling; Chuang, Wang-Ching; … - In: Total quality management & business excellence : an … 26 (2015) 2, pp. 203-217
Persistent link: https://www.econbiz.de/10010477220