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Corporate culture and firm performance : a service-oriented perspective

Vigolo, Vania; Bonfanti, Angelo; Magliocca, Pierpaolo; … - In: International journal of managerial and financial accounting 8 (2016) 2, pp. 109-123

Persistent link: https://www.econbiz.de/10011643411

Improving bank's customer service on the basis of quality management tools

Novokreshchenova, O. A.; Novokreshchenova, N. A.; … - In: European research studies 19 (2016) 3B, pp. 19-38

Persistent link: https://www.econbiz.de/10012009413

Assessing after-sales services quality : integrated SERVQUAL and fuzzy Kano's model

Golrizgashti, Seyedehfatemeh; Hejaz, Amir Razavi; … - In: International journal of services, economics and management 11 (2020) 2, pp. 137-166

Persistent link: https://www.econbiz.de/10012285568

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

Methodology implications in automotive product-service systems : a systematic literature review

Sabbagh, Omar; Mohd Nizam Ab Rahman; Wan Rosmanira Ismail; … - In: Total quality management & business excellence : an … 28 (2017) 13, pp. 1632-1668

Persistent link: https://www.econbiz.de/10011817067

The HWWP, a refined IVA-Kano model for designing new delightful products or services

Potra, Sabina Alina; Izvercian, Monica; Pugna, Adrian Pavel - In: Total quality management & business excellence : an … 28 (2017) 1/2, pp. 104-117

Persistent link: https://www.econbiz.de/10011730228

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

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

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

Service quality : new directions in theory and practice

Rust, Roland T. (ed.) - 1994

Persistent link: https://www.econbiz.de/10000347620

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