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Exploring customers' perceptions about Quality Management Systems : an empirical study in Italy

Murmura, Federica; Bravi, Laura - In: Total quality management & business excellence : an … 29 (2018) 12, pp. 1466-1481

Persistent link: https://www.econbiz.de/10011919022

PSS modularisation : a customer-driven integrated approach

Fargnoli, Mario; Haber, Nicolas; Sakao, Tomohiko - In: International journal of production research 57 (2019) 13, pp. 4061-4077

Persistent link: https://www.econbiz.de/10012193405

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

Closing gap between new development and Voice of Customer

Grijalvo, Mercedes; Eliopoulos, María Fernanda; … - In: Economics and Business Letters : EBL 9 (2020) 4, pp. 279-288

Persistent link: https://www.econbiz.de/10012423945

The relationships among overall service quality, customer satisfaction and customer loyalty in library services

Kachwala, Tohid; Panchal, Dinesh; Bali, Aditya - In: International journal of productivity and quality … 33 (2021) 2, pp. 198-217

Persistent link: https://www.econbiz.de/10012595606

A study on performance of telecom service market : case of Karnataka, India

Shukla, Sadhna; Roopa, T. N. - In: International journal of business excellence 15 (2018) 1, pp. 66-94

Persistent link: https://www.econbiz.de/10011954187

Insights into customer online reviews of service quality in hotels : evidence from Vietnam

Ha Thu Nguyen; Anh Thi Tu Le; Nguyen Hoang; Phong Thai Le - In: International journal of productivity and quality … 36 (2022) 2, pp. 265-292

Persistent link: https://www.econbiz.de/10013369910

The moderating role of relationship quality in the customer engagement and satisfaction relationship in brand communities : the role of gender

Haverila, Matti J.; Haverila, Kai; McLaughlin, Caitlin - In: International journal of electronic marketing and … 12 (2021) 4, pp. 339-356

Persistent link: https://www.econbiz.de/10012669849

Precursors and outcome of customer satisfaction/delight in business-to-consumer relationships in Botswana

Jaiyeoba, Olumide Olasimbo; Svotwa, Douglas T.; … - In: South African journal of business management 51 (2020) 1, pp. 1-11

Purpose: This study examines the degree and the extent to which the satisfaction/delight of cellular network customers in Botswana is affected by the service delivery skills of network employees, the value received from offerings of the network and the trust that they have within a service...

Persistent link: https://www.econbiz.de/10012589595

A framework for understanding the evolution of relationship quality and the customer relationship development process

Atorough, Peter; Salem, Heba - In: Journal of financial services marketing : JFSM 21 (2016) 4, pp. 267-283

Persistent link: https://www.econbiz.de/10011594161