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Deconstructing service quality and customer satisfaction : challenges and directions for future research

Torres, Edwin N. - In: Journal of hospitality marketing & management 23 (2014) 5/6, pp. 652-677

Persistent link: https://www.econbiz.de/10010402053

Patient satisfaction analysis using a multi-criteria analysis method : the case of the NHS in Greece

Drosos, Dimitris; Tsotsolas, Nikos; Skordoulis, Michalis; … - In: International journal of productivity and quality … 25 (2018) 4, pp. 491-505

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Development and validation of a customer satisfaction measuring instrument with laboratory services at the University Hospital of Kinshasa, Democratic Republic of the Congo (DRC)

Alain, Chabo Byaene; Rostin, Mabela Makengo Matendo; … - In: Inventi impact: retailing & consumer services (2021) 4, pp. 206-223

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The role of total quality management in enhancing the quality of private healthcare services

Daqar, Mohannad Abu; Constantinovits, Milan - In: Problems and perspectives in management : PPM ; … 18 (2020) 2, pp. 64-78

Persistent link: https://www.econbiz.de/10012302209

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

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Classifying customer requirements using Kano model and Kano map : the case of hospital services

Shahin, Arash; Akasheh, Sajad - In: International journal of productivity and quality … 21 (2017) 4, pp. 500-515

Persistent link: https://www.econbiz.de/10011816880

Measuring customer service in a private hospital

Bisschoff, Christo; Clapton, Hannes - In: Problems and perspectives in management : PPM ; … 12 (2014) 4, pp. 43-54

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Simulation method to improve hospital service quality

Ahmed, Shamsuddin - In: International journal of information systems in the … 6 (2014) 3, pp. 96-117

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Analysis of the gap between customers' perceptions and employees' expectations of service quality based on fuzzy SERVQUAL logic (case study: Mofid children's hospital in Tehran, Ir...

Mashhadiabdol, Maryam; Sajadi, Seyed Mojtaba; Talebi, Kambiz - In: International journal of services and operations management 17 (2014) 2, pp. 119-141

Persistent link: https://www.econbiz.de/10010389953

The effect of creating new secondary health services on patients' perceptions : a Kano service quality analysis approach

Vassiliadis, Chris A.; Fotiadis, Anestis K.; … - In: Total quality management & business excellence : an … 25 (2014) 8, pp. 897-907

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