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Kundenzufriedenheit, Dienstleistungsqualität und die Bedeutung einzelner Leistungsparameter: Das Beispiel des Lindner Congress Hotels Cottbus
Eckert, Marit; Brusch, Michael; Kölling, Christian - In: Zeitschrift für Tourismuswissenschaft 3 (2011) 1, pp. 81-88
Zusammenfassung In diesem Beitrag wird die Kundenzufriedenheit und die Dienstleistungsqualität zur Beurteilung des …
Persistent link: https://www.econbiz.de/10014624255
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Buyer‐seller customer satisfaction: the influence of the environment and customer service
Emerson, Carol J.; Grimm, Curtis M. - In: Journal of Business & Industrial Marketing 14 (1999) 5/6, pp. 403-415
Investigates the moderating effect of firm and environmental variables on the importance of a strategic element, customer service, in explaining satisfaction. The purpose of this paper is twofold. Explores first, the direct impact of certain firm and environmental variables on satisfaction....
Persistent link: https://www.econbiz.de/10014843382
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Customer Attributes and Their Effect on Service and Product Quality Perceptions: An Empirical Study
R. Gross, James; Kim DeDee, J.; R. Swanson, Scott - In: International Journal of Quality & Reliability Management 10 (1993) 8
Persistent link: https://www.econbiz.de/10014800915
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A Performance Assessment of the US Baldrige Quality Award Winners
Wisner, Joel D.; Eakins, Stan G. - In: International Journal of Quality & Reliability Management 11 (1994) 2, pp. 8-25
Since 1987, 17 businesses have won the US Baldrige Quality Award, established to promote awareness of quality management among US businesses. Assesses the financial and competitive performances of these 17 companies. Previous research with respect to the quality‐performance relationship has...
Persistent link: https://www.econbiz.de/10014800925
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Total Quality Management in the American Defence Industry
Pitman, Glenn A.; Motwani, Jaideep G.; Schliker, Deborah - In: International Journal of Quality & Reliability Management 11 (1994) 9, pp. 101-108
The US Department of Defense is playing a significant leadership role in implementation of TQM. Provides an overview of the process of implementing total quality management in the US Department of Defense and discusses the implications of this change for its subcontractors and related...
Persistent link: https://www.econbiz.de/10014800965
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Customer satisfaction measurement and analysis using six sigma
Behara, Ravi S.; Fontenot, Gwen F.; Gresham, Alicia - In: International Journal of Quality & Reliability Management 12 (1995) 3, pp. 9-18
. The information presented is based on actual studies conducted for a high‐tech manufacturing company in the USA during …
Persistent link: https://www.econbiz.de/10014800984
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An empirical study of customer comment card quality and design characteristics
Wisner, Joel D.; Corney, William J. - In: International Journal of Contemporary Hospitality Management 9 (1997) 3, pp. 110-115
champagne buffets, in Las Vegas, Nevada, USA. Cards were assessed with regard to frequency and mode of availability, information …
Persistent link: https://www.econbiz.de/10014763397
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Positive Word‐of‐Mouth: Customer Satisfaction and Buyer Behaviour
File, K.M.; Prince, R.A. - In: International Journal of Bank Marketing 10 (1992) 1, pp. 25-29
interview of 325 medium‐sized business owners in the USA shows that positive word‐of‐mouth is a powerful factor in the purchase …
Persistent link: https://www.econbiz.de/10014760134
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Time Is Central
Nicholls, J.A.F.; Roslow, Sydney; Tsalikis, John - In: International Journal of Bank Marketing 11 (1993) 5, pp. 12-18
Investigates service satisfaction through a survey of bank customers who had engaged in one of five financial transactions: applying for an automatic teller machine card; redemption of a certificate of deposit account; application for a loan; opening a new bank account; opening/closing a safe...
Persistent link: https://www.econbiz.de/10014760171
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A cross‐cultural assessment of the satisfaction formation process
Spreng, Richard A.; Chiou, Jyh‐shen - In: European Journal of Marketing 36 (2002) 7/8, pp. 829-839
basic disconfirmation of expectations model in a very different culture than the USA, and compare the results to a matched … sample of subjects in the USA. Specifically, a sample of student subjects from Taiwan is compared to a sample of student … subjects in the USA. The results indicate support for the generalizability of the model in this Asian culture.  …
Persistent link: https://www.econbiz.de/10014722033