Narrow search
Showing 1 - 10 of 3,196
Cover Image
Assessment of logistics service quality using the Kano model in a logistics-triadic relationship
Sohn, Jea-Il; Woo, Su-Han; Kim, Taek-Won - In: The International Journal of Logistics Management 28 (2017) 2, pp. 680-698
Purpose The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in … the logistics-triadic context. Design/methodology/approach This study undertakes a survey research in semiconductor … manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is …
Persistent link: https://www.econbiz.de/10014781351
Cover Image
Applying the KANO model to analyse the value of green FM
Määttänen, Eeva; Jylhä, Tuuli; Junnila, Seppo - In: Property Management 32 (2014) 4, pp. 312-325
Purpose – This research project studies office tenants’ perceived value of green service attributes, with the focus being on facility services and management. The purpose of this paper is to gain an understanding of what kind of green attributes tenants value in their office buildings....
Persistent link: https://www.econbiz.de/10014972880
Cover Image
Delighting customers of management education in India: a student perspective, part II
Sahney, Sangeeta - In: The TQM Journal 23 (2011) 5, pp. 531-548
Purpose – Educational institutions must provide quality of services so as to be to able to delight the customers and be able to compete and achieve a leading position in the long run. This paper is a continuation to an earlier study and aims to present the results of an empirical study...
Persistent link: https://www.econbiz.de/10015031962
Cover Image
Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model
Chen, Mu‐Chen; Chang, Kuo‐Chien; Hsu, Chia‐Lin; … - In: Asia Pacific Journal of Marketing and Logistics 23 (2011) 3, pp. 386-410
Purpose – By applying Kano model, this study attempts to investigate the categorization of home delivery quality elements derived from service convenience model and their impact on customer satisfaction. Design/methodology/approach – In this paper, the research framework and hypotheses are...
Persistent link: https://www.econbiz.de/10014674741
Cover Image
Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model
Tontini, Gerson; Dagostin Picolo, Jaime - In: International Journal of Quality & Reliability Management 31 (2013) 1, pp. 32-52
Purpose – This paper aims to present and compare a new method, improvement gap analysis (IGA), with two different versions of importance-performance analysis (IPA) – original IPA and diagonal IPA – focusing on how each method evaluates the possible impact of incremental innovations on...
Persistent link: https://www.econbiz.de/10014801755
Cover Image
Building an organizational culture when delivering commercial experiences – the leaders’ perspective
Eriksson, Maria; Ingelsson, Pernilla - In: International Journal of Quality and Service Sciences 8 (2016) 2, pp. 229-244
Purpose The purpose of this paper is to identify, present and analyze the strengths and weaknesses mentioned by leaders when describing how their organization works with creating customer value in commercial experiences. Furthermore, the overall research purpose is to explore the creation of...
Persistent link: https://www.econbiz.de/10014802656
Cover Image
Prioritizing 5S activities by Kano model with modified CS coefficient for a semiconductor wafer fabrication during ramp-up stage
Chang, Yung-Chia; Chen, Chuan-Yung - In: The TQM Journal 26 (2014) 2, pp. 109-124
FAB in Taiwan is analyzed to demonstrate the effectiveness of this approach. Originality/value – From the adoption of this …
Persistent link: https://www.econbiz.de/10015032214
Cover Image
Meeting quality and cost imperatives in a global market
Fawcett, Stanley E.; Calantone, Roger J.; Roath, Anthony - In: International Journal of Physical Distribution & … 30 (2000) 6, pp. 472-499
achieved through production sharing are often offset by higher logistics costs. This multi‐method explores the cross …
Persistent link: https://www.econbiz.de/10014793395
Cover Image
Process‐oriented measurement of service quality
Stauss, Bernd; Weinlich, Bernhard - In: European Journal of Marketing 31 (1997) 1, pp. 33-55
Presents the current state of the methodological discussion on the measurement of perceived service quality. Describes …. Suggests that the SIT is a valuable complement to the traditional mix of quality measurement methods. Discusses a number of …
Persistent link: https://www.econbiz.de/10014723210
Cover Image
FM Servicebarometer: monitoring customer perception of service performance
Coenen, Christian; Waldburger, Doris; von Felten, Daniel - In: Journal of Facilities Management 11 (2013) 3, pp. 266-278
Purpose – In the past, FM performance was mostly monitored by technical and cost‐related KPIs, whereas the measurement …
Persistent link: https://www.econbiz.de/10014867598