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Total customer satisfaction : lessons from 50 companies with top quality customer service
Horovitz, Jacques; Jurgens-Panak, Michele - 1992
Persistent link: https://www.econbiz.de/10000346024
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Customer satisfaction and quality management
1991
Persistent link: https://www.econbiz.de/10000112418
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Kundenzufriedenheit durch Servicequalität : Konzeption - Messung - Umsetzung
Rapp, Reinhold - 1997 - 1. Aufl., Nachdruck
Persistent link: https://www.econbiz.de/10000630954
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The impact of ISO 9000 on TQM and business performance
Han, S, Bruce; Chen, Shaw-kuan; Ebrahimpour, Maling - In: The journal of business and economic studies 13 (2007) 2, pp. 1-23
Persistent link: https://www.econbiz.de/10003638493
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From a hotel guest to the '3.4 satisfied' customer
Gustavsson, Eva - In: Facts and figures : economic representations and practices, (pp. 175-203). 2000
Persistent link: https://www.econbiz.de/10003640203
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New insights in the quality satisfaction link : identifying asymmetric and dynamic effects
Bauer, Hans H.; Falk, Thomas; Hammerschmidt, Maik; … - 2008
Persistent link: https://www.econbiz.de/10003755159
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An empirical investigation of the relationship between quality management factors and customer satisfaction, improved competitive position and overall business performance
Sharma, Bishnu; Gadenne, David - In: Journal of strategic marketing 16 (2008) 4, pp. 301-314
Persistent link: https://www.econbiz.de/10003770743
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Two decades of using Kano's theory of attractive quality : a literature review
Löfgren, Martin; Witell, Lars - In: Quality management journal : QMJ 15 (2008) 1, pp. 59-75
Persistent link: https://www.econbiz.de/10003783531
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Konzeption und Implementierung eines Werkzeugs für nutzenbasiertes Traceability- und Rationale-Management in verteilten Entwicklungsumgebungen
Hildenbrand, Tobias (contributor);  … - 2007
Persistent link: https://www.econbiz.de/10003784621
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Redesigned quality function deployment process to ensure customer satisfaction
Yoon, Cheol Hwoan; Kim, Yong Pil; Yun, Deok Kyun - In: International journal of business innovation and research 1 (2006/07) 1/2, pp. 149-169
Persistent link: https://www.econbiz.de/10003787499