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How quality management system components lead to improvement in service organizations : a system practitioner perspective

To, Wai Ming; Yu, Billy T. W.; Lee, Peter K. C. - In: Administrative Sciences : open access journal 8 (2018) 4/73, pp. 1-14

Service organizations use quality management systems as a part of their overall strategies to improve business processes and operations management. Nevertheless, how quality management components lead to improvement and whether task conflicts influence quality management components have not yet...

Persistent link: https://www.econbiz.de/10012125852

Improving the effectiveness of online healthcare platforms : an empirical study with multi-period patient-doctor consultation data

Yang, Yefei; Zhang, Xiaofei; Lee, Peter K. C. - In: International journal of production economics 207 (2019), pp. 70-80

Persistent link: https://www.econbiz.de/10011957685

An empirical study of transformational leadership, team performance and service quality in retail banks

Lee, Peter K. C.; Cheng, T. C. E.; Yeung, Andy C. L.; … - In: Omega : the international journal of management science 39 (2011) 6, pp. 690-701

Persistent link: https://www.econbiz.de/10009130603

The relationships among leadership, goal orientation, and service quality in high-contact service industries : an empirical study

Yee, Rachel W. Y.; Lee, Peter K. C.; Yeung, Andy C. L.; … - In: International journal of production economics 141 (2013) 2, pp. 452-464

Persistent link: https://www.econbiz.de/10009728463

Operational improvement competence and service recovery performance : the moderating effects of role stress and job resources

Yang, Yefei; Lee, Peter K. C.; Cheng, T. C. E. - In: International journal of production economics 164 (2015), pp. 134-145

Persistent link: https://www.econbiz.de/10011289813

A customer-dominant logic on service recovery and customer satisfaction

Cheung, Fung Yi Millissa; To, Wai Ming - In: Management decision : MD 54 (2016) 10, pp. 2524-2543

Persistent link: https://www.econbiz.de/10011579689

Do task- and relation-oriented customers co-create a better quality of service? : an empirical study of customer-dominant logic

Cheung, Fung Yi Millissa; To, Wai Ming - In: Management decision : MD 53 (2015) 1, pp. 179-197

Persistent link: https://www.econbiz.de/10010520362

The effect of organizational responses to service failures on customer satisfaction perception

Cheung, Fung Yi Millissa; To, W. M. - In: Service business 11 (2017) 4, pp. 767-784

Persistent link: https://www.econbiz.de/10011915006

The effect of consumer perceived service quality on consumer satisfaction in Macao's telecommunications industry

Tang, M. N. F.; To, Wai Ming - 2015

Persistent link: https://www.econbiz.de/10011948236

Management commitment to service quality and organizational outcomes

Cheung, Millissa F. Y.; To, W. M. - In: Managing service quality : MSQ ; an international journal 20 (2010) 3, pp. 259-272

Persistent link: https://www.econbiz.de/10003980793