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Consumer behaviour
Quality management
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Service quality
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Standardization
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Dienstleistungsqualität
17
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16
ISO 9000 series
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Spanien
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Customer satisfaction
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Casadesús, Martí
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Bernardo, Merce
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
2
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
1
Tourism analysis : an interdisciplinary tourism & hospitality journal
1
Tourism management perspectives : TMP
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ECONIS (ZBW)
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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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2
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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3
Delightful tourism experiences : a cognitive or affective matter?
Escobar Rivera, Dalilis
;
Casadesús, Martí
;
Simon, …
- In:
Tourism management perspectives : TMP
32
(
2019
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012129007
Saved in:
4
Identifying and measuring customer delight in the hospitality industry
Rivera, Dalilis Escobar
;
Casadesús, Martí
;
Simon, …
- In:
Tourism analysis : an interdisciplinary tourism & …
26
(
2021
)
1
,
pp. 1-10
Persistent link: https://www.econbiz.de/10012438423
Saved in:
5
Functional quality and hedonic quality : a study of the dimensions of e-service quality in online travel agencies
Bernardo, Merce
;
Marimon, Frederic
;
Alonso-Almeida, …
- In:
Information & management : the internat. journal of …
49
(
2012
)
7/8
,
pp. 342-347
Persistent link: https://www.econbiz.de/10009696207
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