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Measuring customer value in commercial experiences
Eriksson, Maria; Bäckström, Ingela; Ingelsson, Pernilla; … - In: Total quality management & business excellence : an … 29 (2018) 6, pp. 618-632
Persistent link: https://www.econbiz.de/10011854111
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The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesús, … - In: Total quality management & business excellence : an … 25 (2014) 8, pp. 856-864
Persistent link: https://www.econbiz.de/10010393804
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Impact of e-Quality and service recovery on loyalty : a study of e-banking in Spain
Marimon, Frederic; Petnji Yaya, Luc Honore; Casadesús, … - In: Total quality management & business excellence : an … 23 (2012) 7, pp. 769-787
Persistent link: https://www.econbiz.de/10009625471
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The contest determinant of delight and disappointment : a case study of online banking
Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesús, … - In: Total quality management & business excellence : an … 24 (2013) 12, pp. 1376-1389
Persistent link: https://www.econbiz.de/10010208024
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Can selecting the right values help TQM implementations? : a case study about organisational homogeneity at the Walt Disney Company
Ingelsson, Pernilla; Eriksson, Maria; Lilja, Johan - In: Total quality management & business excellence : an … 23 (2012) 1, pp. 1-11
Persistent link: https://www.econbiz.de/10009509647