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Do satisfied employees lead to satisfied patients? : an empirical study in an Italian hospital

Raharjo, Hendry; Guglielmetti Mugion, Roberta; Di … - In: Total quality management & business excellence : an … 27 (2016) 7/8, pp. 853-874

Persistent link: https://www.econbiz.de/10011581162

Does emotion affect distance learning students' satisfaction during the COVID-19 lockdown?

Musella, Flaminia; Guglielmetti Mugion, Roberta; Zanda, … - In: Total quality management & business excellence 34 (2023) 7/8, pp. 847-869

Persistent link: https://www.econbiz.de/10014549091

An integrated approach between Lean and customer feedback tools : an empirical study in the public sector

Pietro, Laura di; Mugion, Roberta Guglielmetti; Renzi, … - In: Total quality management & business excellence : an … 24 (2013) 8, pp. 899-917

Persistent link: https://www.econbiz.de/10009783351

Statistical techniques for continuous improvement : a citizen's satisfaction survey

Cappelli, Lucio; Guglielmetti, Roberta; Mattia, Giovanni; … - In: The TQM journal : the international review of … 22 (2010) 3, pp. 267-284

Persistent link: https://www.econbiz.de/10003978216

Testing a customer satisfaction model for online services

Cappelli, Lucio; Guglielmetti, Roberta; Mattia, Giovanni; … - In: International journal of quality and service sciences 3 (2011) 1, pp. 69-92

Persistent link: https://www.econbiz.de/10009012259

Customer satisfaction and statistical techniques for the implementation of benchmarking in the public sector

Mugion, Roberta Guglielmetti; Musella, Flaminia - In: Total quality management & business excellence : an … 24 (2013) 5, pp. 619-640

Persistent link: https://www.econbiz.de/10009763363

Testing a customer satisfaction model for online services

Cappelli, Lucio; Guglielmetti, Roberta; Mattia, Giovanni; … - In: International Journal of Quality and Service Sciences 3 (2011) 1, pp. 69-92

Purpose – The paper aims to illustrate the results of a testing activity of a general customer satisfaction management model designed for online services provided by public administrations. Design/methodology/approach – The results are part of a wider research project, aimed at the...

Persistent link: https://www.econbiz.de/10014802464

Service business development in small and medium capital goods manufacturing companies

Gebauer, Heiko; Paiola, Marco; Edvardsson, Bo - In: Managing service quality : MSQ ; an international journal 20 (2010) 2, pp. 123-139

Persistent link: https://www.econbiz.de/10003964459