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Improving service quality through managing customer contact : case of airlines
Hwang, Su-Young; Choung, Eun-Mi; Boo, Je-Man; Kim, … - In: International journal of productivity and quality … 15 (2015) 2, pp. 203-214
Persistent link: https://www.econbiz.de/10011376522
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High customer service quality in the beauty service design
Iijima, Masaki; Azuma, Kentaro - In: International journal of services technology and management 21 (2015) 1/2/3, pp. 72-82
Persistent link: https://www.econbiz.de/10011442748
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Moving out of the silo : how service quality innovations can develop customer loyalty in Indonesia's hotels
Lemy, Diena; Goh, Edmund; Jie, Ferry - In: Journal of vacation marketing 25 (2019) 4, pp. 462-479
Persistent link: https://www.econbiz.de/10012166095
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Consumer's perception of webiste service quality : an empirical study
Ahmad, Asad; Rahman, Obaidur; Khan, Mohammed Naved - In: Journal of internet commerce 15 (2016) 2, pp. 125-141
Persistent link: https://www.econbiz.de/10011636454
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The effect of service quality on customer satisfaction in an automotive after-sales service
Balinado, Justine Roy; Prasetyo, Yogi Tri; Young, … - In: Journal of open innovation : technology, market, and … 7 (2021) 2, pp. 1-12
Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the...
Persistent link: https://www.econbiz.de/10012507332
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Analysis of perceived determinants in customer service quality : focused on automotive air conditioning service centers
Khonglumtan, Tara; Srisattayakul, Parinya - In: Global business and finance review 28 (2023) 3, pp. 102-116
Purpose: The objective of this paper was to determine the actual needs of customers in 3 groups: passenger cars, buses, and truck refrigerators who bring their vehicles to the Service Center to be air conditioner repaired. Design/methodology/approach: We investigated at how variables including...
Persistent link: https://www.econbiz.de/10014304633
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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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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
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Leveraging digital technologies : how information quality leads to localized capabilities and customer service performance
Setia, Pankaj; Venkatesh, Viswanath; Joglekar, Supreet - In: Management information systems : mis quarterly 37 (2013) 2, pp. 565-590
Persistent link: https://www.econbiz.de/10009747406
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Customer input failures in service processes
Seppänen, Kaisa; Huiskonen, Janne; Karppinen, Henri - In: International journal of services and operations management 17 (2014) 4, pp. 439-452
Persistent link: https://www.econbiz.de/10010410864