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Managing the Mayo Clinic brand : a case study in staff-developed service performance standards
Kennedy, Denise M. - In: The journal of brand management : an international journal 26 (2019) 5, pp. 538-549
Persistent link: https://www.econbiz.de/10012060162
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Similarities and differences in Asian and Western travelers' service performance measurement, evaluation and outcomes
Brush, Gregory J. - In: Journal of retailing and consumer services 50 (2019), pp. 351-361
Persistent link: https://www.econbiz.de/10012114177
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A composite measure of performance-expectation and performance-only measures
Park, Sang-June; Yi, Youjae - In: The service industries journal 37 (2017) 15/16, pp. 936-947
Persistent link: https://www.econbiz.de/10011847999
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Measuring the service quality of luxury hotel chains in the USA
Min, Ho-key - In: International journal of services and operations management 30 (2018) 4, pp. 465-479
Persistent link: https://www.econbiz.de/10011927282
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Revising importance-performance analysis : a new synthetic service quality indicator applied to the tourist apartment industry
Martín, Juan Carlos; Mendoza, Cira; Román García, … - In: Tourism analysis : an interdisciplinary tourism & … 23 (2018) 3, pp. 337-350
Persistent link: https://www.econbiz.de/10011929581
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Spectator perception of service quality attributes associated with Shanghai Formula One : importance and performance analysis approach
Kim, Suk-kyu; Yim, Brian H.; Byon, Kevin K.; Yu, Jea-Gu; … - In: International journal of sports marketing & sponsorship 17 (2016) 2, pp. 153-171
Persistent link: https://www.econbiz.de/10011578729
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Measurement scales for technology-generated customer contact
Rudran, Raghunath; Kumar, J. Ajith - In: International journal of operations & production … 37 (2017) 5, pp. 534-556
Persistent link: https://www.econbiz.de/10011661472
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A framework for a customer approach to performance measurement in a service context
Ukko, Juhani; Pekkola, Sanna - In: International journal of services and operations management 22 (2015) 2, pp. 210-220
Persistent link: https://www.econbiz.de/10011522569
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Exploring competitive hotel selection attributes among guests : an importance-performance analysis
Kim, Jinkyung Jenny; Lee, Youngseok; Han, Heesup - In: Journal of travel and tourism marketing 36 (2019) 9, pp. 998-1011
Persistent link: https://www.econbiz.de/10012179515
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Measuring perceived cleanliness in service environments : scale development and validation
Vos, Martijn C.; Galetzka, Mirjam; Mobach, Mark P.; … - In: International journal of hospitality management 83 (2019), pp. 11-18
Persistent link: https://www.econbiz.de/10012121900