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Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA : the case of four star hotels

Dabestani, Reza; Shahin, Arash; Saljoughian, Mohammad; … - In: International journal of quality & reliability management 33 (2016) 2, pp. 160-177

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Mystery shoppers : an evaluation of their use in monitoring performance

Douglas, Jacqueline - In: The TQM journal : the international review of … 27 (2015) 6, pp. 705-715

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CRM/e-CRM effects on banks performance and customer-bank relationship quality

Al-Refaie, Abbas; AL Tahat, Mohammad D.; Bata, Nour - In: International journal of enterprise information systems … 10 (2014) 2, pp. 62-80

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Service characteristics' impact on key service quality relationships : a meta-analysis

Black, Hulda G.; Childers, Carla Y.; Vincent, Leslie H. - In: The journal of services marketing 28 (2014) 4, pp. 276-291

Persistent link: https://www.econbiz.de/10010411936

Performance measurement and determination of optimal base stock level inventory system to improve the customer satisfaction in the Six Sigma environment

Kumaravadivel, A.; Natarajan, U.; Noorul Haq, A. - In: International journal of productivity and quality … 9 (2012) 3, pp. 382-403

Persistent link: https://www.econbiz.de/10009512814

A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau : 3-dimensional importance-performance analysis

Lai, Ivan K. W.; Hitchcock, Michael - In: Tourism management : research, policies, practice 55 (2016), pp. 139-159

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A Six Sigma approach to measure service quality in key dependencies of a government ministry

Fontalvo-Herrera, Tomás; Delahoz-Dominguez, Enrique; … - In: International journal of technology, policy and … 21 (2021) 4, pp. 317-332

Persistent link: https://www.econbiz.de/10012800979

Evaluating service quality and service value in manufacturer-distributor settings : a systems approach

Kivijärvi, Hannu; Virta, Aleksi - In: Journal of business-to-business marketing 28 (2021) 1, pp. 21-46

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The significance of guest satisfaction measuring methods in the hotel sector

Horváth, Gergely - 2020

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Measuring Service Quality of On-Demand Ride Services

Banerjee, Sonali P.; Saha, Sunetra; Jain, Deepak; … - 2021

A smartphone and a strong Internet connection are what every tech-savvy customer’s need to meet the full spectrum of his / her everyday needs. The on-demand taxi service is a phenomenon that has changed the habit of a huge proportion of people in the country who ride on a daily basis. The...

Persistent link: https://www.econbiz.de/10013248736

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