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A framework for service quality improvement in multi-stage processes

Roy, Sheila; Mukherjee, Indrajit - In: International journal of services and operations management 21 (2015) 2, pp. 150-174

Persistent link: https://www.econbiz.de/10011380057

Assessing pet industry in Korea using service quality improvement gap model

Song, Hae-Geun; Lim, Sung-Uk - In: International journal of technology, policy and … 15 (2015) 1, pp. 2-20

Persistent link: https://www.econbiz.de/10011419237

Tourism service quality improvement ; "the early bird catches the worm"

Lin, Shu-ping; Yang, Chenlung; Ho, Thao-minh - In: Total quality management & business excellence : an … 26 (2015) 7/8, pp. 793-810

Persistent link: https://www.econbiz.de/10011388414

Monitoring and Improving Greek Banking Services Using Bayesian Networks: an Analysis of Mystery Shopping Data

Tarantola, Claudia; Vicard, Paola; Ntzoufras, Ioannis - 2012

Mystery shopping is a well known marketing technique used by companies and marketing analysts to measure quality of service, and gather information about products and services. In this article, we analyse data from mystery shopping surveys via Bayesian networks in order to examine and evaluate...

Persistent link: https://www.econbiz.de/10010343836

A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement

Tsafarakis, Stelios; Kokotas, Theodosios; Pantouvakis, … - In: Journal of air transport management 68 (2018), pp. 61-75

Persistent link: https://www.econbiz.de/10011845851

Voice of the customer as a tool for service quality analysis in public transport

Jach, Paula; Antony, Jiju; Thomson, Scott Paul; Cudney, … - In: The TQM journal : the international review of … 34 (2022) 3, pp. 448-475

Persistent link: https://www.econbiz.de/10013338046

Guest preferences for service recovery procedures : conjoint analysis

Lee, Seung Hyun - In: Journal of hospitality and tourism insights 1 (2018) 3, pp. 276-288

Persistent link: https://www.econbiz.de/10011924278

Customer satisfaction with quality of products of food business

Suchánek, Petr; Richter, Jiří; Králová, Maria - In: Prague economic papers : a bimonthly journal of … 26 (2017) 1, pp. 19-35

Persistent link: https://www.econbiz.de/10011622122

A study of customer care and satisfaction towards hotel service quality

Hung, Li-Mei; Chen, Chien-Chou - In: International journal of electronic customer … 7 (2013) 3/4, pp. 161-172

Persistent link: https://www.econbiz.de/10010396379

Redefining service quality scale with customer experience quality scale : a critical review

Gupta, Atul - In: International journal of services and operations management 25 (2016) 1, pp. 48-64

Persistent link: https://www.econbiz.de/10011593379

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