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Service productivity as mutual learning
Grönroos, Christian; Ojasalo, Katri - In: International journal of quality and service sciences 7 (2015) 2/3, pp. 296-311
Persistent link: https://www.econbiz.de/10011400704
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Organizational learning culture and customer satisfachtion : the mediating role of normative commitment
Talat Islam; Norliya Ahmad Kassim; Ghulam Ali Rustam; … - In: The learning organization : TLO ; the international … 21 (2014) 6, pp. 392-404
Persistent link: https://www.econbiz.de/10010463745
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Linking unlearning with service quality through learning processes in the Spanish banking industry
Cepeda-Carrión, Ignacio; Leal-Millan, Antonio; … - In: Journal of business research : JBR 68 (2015) 7, pp. 1450-1457
Persistent link: https://www.econbiz.de/10011297922
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The effects of relationship quality and knowledge sharing on service innovation performance : organisational learning as a mediator
Jian, Zhao-quan; Osman, Mohamed Ali; Li, Lei - In: International journal of information technology and … 22 (2023) 1/2, pp. 1-12
Persistent link: https://www.econbiz.de/10014319238
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Service quality evaluation : moderating influences of first-time and revisiting customers
Kuo, Tsuang; Chen, Chih Ta; Cheng, Wan Jung - In: Total quality management & business excellence : an … 29 (2018) 4, pp. 429-440
Persistent link: https://www.econbiz.de/10011854071
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Who should own the data? : the impact of data ownership shift from the service provider to consumers
Li, Shilei; Liu, Yang; Feng, Juan - In: Journal of management information systems : JMIS 40 (2023) 2, pp. 366-400
Persistent link: https://www.econbiz.de/10014302547
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The end of tourist traps : a natural experiment on the impact of tripadvisor on quality upgrading
Donati, Dante - 2022
Asymmetric information can distort market outcomes. I study how the online disclosure of information affects consumers' behavior and firms' incentives to upgrade product quality in markets where information is traditionally limited. I first build a model of consumer search with firms' endogenous...
Persistent link: https://www.econbiz.de/10013285520
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A measure of consumer complaining behaviour in service industry : scale validation
Kaur, Prabhjot; Sharma, Sanjeev Kumar - In: Paradigm : the journal of Institute of Management Technology 19 (2015) 1, pp. 37-51
Persistent link: https://www.econbiz.de/10011761340
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Impact of customer experience on loyalty : a multichannel examination
Brun, Isabelle; Rajaobelina, Lova; Ricard, Line; … - In: The service industries journal 37 (2017) 5/6, pp. 317-340
Persistent link: https://www.econbiz.de/10011741120
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The impact of using kiosk on enterprise systems in service industry
Chen, Jengchung V.; Yen, David; Dunk, Kimberly; … - In: Enterprise information systems 9 (2015) 7/8, pp. 835-860
Persistent link: https://www.econbiz.de/10011389972