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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

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

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

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

The balance of the impact of quality and recovery on satisfaction : the case of e-travel

Bernardo, Merce; Llach, Joseph; Marimon, Frederic; … - In: Total quality management & business excellence : an … 24 (2013) 12, pp. 1390-1404

Persistent link: https://www.econbiz.de/10010207986

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

The application of quality function deployment in service quality management

Andronikidis, Andreas; Georgiou, Andreas C.; Gotzamani, … - In: The TQM Journal 21 (2009) 4, pp. 319-333

Purpose – The purpose of this paper is to promote successful application of quality function deployment (QFD) combined with quantitative techniques in service organizations. Design/methodology/approach – The paper assesses advantages and disadvantages of implementing the QFD method in...

Persistent link: https://www.econbiz.de/10015031859

A combined QFD-AHP decision-making tool for the investigation and improvement of e-banking usage

Paltayian, George; Georgiou, Andreas C.; Gotzamani, Katerina - In: International journal of quality & reliability management 41 (2024) 1, pp. 150-172

Persistent link: https://www.econbiz.de/10014470825