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Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model
Tontini, Gerson; Picolo, Jaime Dagostin - In: International journal of quality & reliability management 31 (2014) 1, pp. 32-52
Persistent link: https://www.econbiz.de/10010254300
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Nonlinear impact of online retail characteristics on customer satisfaction and loyalty
Tontini, Gerson; Silva, Júlio Cesar da; Beduschi, … - In: International journal of quality and service sciences 7 (2015) 2/3, pp. 152-169
Persistent link: https://www.econbiz.de/10011400401
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Identifying opportunities for improvement in online shopping sites
Tontini, Gerson - In: Journal of retailing and consumer services 31 (2016), pp. 228-238
Persistent link: https://www.econbiz.de/10011528681
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Which incremental innovations should we offer? : comparing importance-performance analysis with improvement-gaps analysis
Tontini, Gerson; Picolo, Jaime Dagostim; Silveira, Amélia - In: Total quality management & business excellence : an … 25 (2014) 7, pp. 705-719
Persistent link: https://www.econbiz.de/10010393834
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How to use spontaneous customer comments to identify nonlinear background of satisfaction with restaurant services
Tontini, Gerson; Irgang, Luís; Kroenke, Adriana; … - In: Benchmarking : an international journal 29 (2022) 2, pp. 496-521
Persistent link: https://www.econbiz.de/10013040881
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How do interactions of Kano model attributes affect customer satisfaction? : an analysis based on psychological foundations
Tontini, Gerson; Solberg Søilen, Klaus; Silveira, Amélia - In: Total quality management & business excellence : an … 24 (2013) 11, pp. 1253-1271
Persistent link: https://www.econbiz.de/10010207252
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Nonlinear antecedents of customer satisfaction and loyalty in third-party logistics services (3PL)
Tontini, Gerson; Solberg Søilen, Klaus; Zanchett, Ricardo - In: Asia Pacific journal of marketing and logistics 29 (2017) 5, pp. 1116-1135
Persistent link: https://www.econbiz.de/10011796582
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Improvement gap analysis
Tontini, Gérson; Picolo, Jaime Dagostin - In: Managing service quality : MSQ ; an international journal 20 (2010) 6, pp. 565-584
Persistent link: https://www.econbiz.de/10008778605