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Applying a revised SQPM in the Define Step of Six Sigma and a case study

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Enhancing service quality improvement strategies of fine-dining restaurants : new insights from integrating a two-phase decision-making model of IPGA and DEMATEL analysis

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An application of the Kano model and retail service quality scale to Vietnamese supermarkets

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Assessment of logistics service quality using the Kano model in a logistics-triadic relationship

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

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Developing strategies for improving the service quality of casual-dining restaurants : new insights from integrating IPGA and QFD analysis

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Determinants of fast-food restaurant service quality in the United Arab Emirates

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Toward cost-effective service excellence : exploring the relationship between managers' perceptions of quality and the operational efficiency and profitability of restaurants

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Service quality and gender differences in Brazilian self-service restaurants

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