The revitalising effect of ISO 9001 on dissatisfied customers
Luc Honore Petnji Yaya, Frederic Marimon and Marti Casadesus
| Year of publication: |
2014
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|---|---|
| Authors: | Petnji Yaya, Luc Honore ; Marimon, Frederic ; Casadesús, Martí |
| Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 25.2014, 8, p. 856-864
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| Subject: | ISO 9001 | service recovery | customer satisfaction | customer loyalty | perceived value | online banking | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Electronic Banking | Electronic banking | Konsumentenverhalten | Consumer behaviour | Standardisierung | Standardization | Qualitätsmanagement | Quality management | Bank |