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Market competitiveness and quality performance in high‐contact service industries

Yee, Rachel W.Y.; Yeung, Andy C.L.; Edwin Cheng, T.C.; … - In: Industrial Management & Data Systems 113 (2013) 4, pp. 573-588

Purpose – The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high‐contact service industries. Design/methodology/approach – An empirical study was...

Persistent link: https://www.econbiz.de/10014824457

A paradigm for examining second-order factor models employing structural equation modeling

Koufteros, Xenophon; Babbar, Sunil; Kaighobadi, Mehdi - In: International journal of production economics 120 (2009) 2, pp. 633-652

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Expanding the quality paradigm for contemporary realignment : an ethics perspective

Babbar, Sunil; Koufteros, Xenophon; Jayaram, Jayanth - In: International journal of services and operations management 12 (2012) 3, pp. 309-331

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Encounter satisfaction in e-tailing : are the relationships of order fulfillment service quality with its antecedents and consequences moderated by historical satisfaction?

Koufteros, Xenophon; Droge, Cornelia; Heim, Gregory; … - In: Decision sciences : DS 45 (2014) 1, pp. 5-48

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The service-profit chain : a review and extension

Yee, Rachel W. Y.; Yeung, Andy C. L.; Cheng, T. C. E.; … - In: Total quality management & business excellence : an … 20 (2009) 5/6, pp. 617-632

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The role of IT-enabled collaborative decision making in inter-organizational information integration to improve customer service performance

Wong, Christina; Lai, Kee-hung; Cheng, T. C. E.; Lun, … - In: International journal of production economics 159 (2015), pp. 56-65

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An empirical study of transformational leadership, team performance and service quality in retail banks

Lee, Peter K. C.; Cheng, T. C. E.; Yeung, Andy C. L.; … - In: Omega : the international journal of management science 39 (2011) 6, pp. 690-701

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From offline healthcare to online health services : the role of offline healthcare satisfaction and habits

Zhang, Xiaofei; Guo, Xitong; Lai, Kee-hung; Yin, Chunxiao; … - In: Journal of electronic commerce research : JECR 18 (2017) 2, pp. 138-154

Persistent link: https://www.econbiz.de/10011669620