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Students' perceptions of service quality at a Greek higher education institute
Vrana, Vasiliki G.; Dimitriadis, Sotirios G.; … - In: International journal of decision sciences, risk and … 6 (2015) 1, pp. 80-102
Persistent link: https://www.econbiz.de/10011471453
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Convergence of the policies for promoting total quality management in the public administrations of Balkan states - European Union member states
Matei, Ani; Săvulescu, Carmen - In: Theoretical and applied economics : GAER review 18 (2011) 3, pp. 41-76
Persistent link: https://www.econbiz.de/10009580353
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A four-fold regional-specific approach to TQM : the case of South Eastern Europe
Psychogios, Alexandros G. - In: International journal of quality & reliability management 27 (2010) 9, pp. 1036-1053
Persistent link: https://www.econbiz.de/10008748989
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Service productivity
Johnston, Robert; Jones, Peter - In: International Journal of Productivity and Performance … 53 (2004) 3, pp. 201-213
It is surprising that little empirical research has been conducted in the area of service productivity given its impact on organisational costs. In order to try to encourage such research, this paper provides a structure for analysing productivity in service organisations by distinguishing...
Persistent link: https://www.econbiz.de/10014796429
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Perceptions of service quality in North Cyprus hotels
Nadiri, Halil; Hussain, Kashif - In: International Journal of Contemporary Hospitality Management 17 (2005) 6, pp. 469-480
diagnose the applicability of the perceived service quality measurement scale to European customers in a new emerging market … intangibles exert a significant positive effect on customer satisfaction, and European customers visiting North Cyprus are …
Persistent link: https://www.econbiz.de/10014762729
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A “scorecard” for service excellence
Ryder Jones, Christopher - In: Measuring Business Excellence 8 (2004) 4, pp. 45-54
Gulf Bank’s service excellence “scorecard” was developed to support the Bank’s delivery of superior service in its … against customer focused objectives. The approach identified the “drivers” of customer satisfaction, related these to the Bank’s … identified independently by the local industry institute and related to the Bank’s delivery channels (branches, ATMs, telephone …
Persistent link: https://www.econbiz.de/10014930617
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Measuring quality service : the use of a SERVPERF scale as an input for ELECTRE TRI multicriteria model
Barros Jerônimo, Taciana de; Medeiros, Denise - In: International journal of quality & reliability management 31 (2014) 6, pp. 652-664
Persistent link: https://www.econbiz.de/10010387096
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Kulturabhängiges Qualitätserleben direkter Kunde-Mitarbeiter-Kommunikation
Mang, Paul - 1998
Persistent link: https://www.econbiz.de/10012699714
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Integration of Preference Analysis Methods into Quality Function Deployment : A Focus on Elderly People
Abu-Assab, Samah - 2012
Especially in industrial countries the portion of elderly people is growing in many societies. Their needs are more intensified than the demands of younger people in many aspects. Companies need the right tools (e.g. market research methods for elderly people) to detect these needs, preferences,...
Persistent link: https://www.econbiz.de/10014015743