Patient Experiential Quality is an important dimension in the quality of care in hospitals, because poor quality cause visible and invisible cost. With this respect, the present study aims at identifying the dimensions of patient experiential quality and examining the interrelationships among...

A product recall is an observable external quality failure and a source of significant potential loss to firms as well as a threat to public safety. While such failures can be a motivation for organizational learning, little is known about the extent to which recalls can be a source of learning...

In this paper, based on well-established behavioral theories, we propose a new model for dynamic formation of customer’ quality expectations. The model is described by a one-dimensional non-linear discrete dynamical system which depends on several parameters with links to behavioral theories....