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An examination of the determinants of service quality in the Chinese express industry

Zhuo, Jun; Wei, June; Liu, Lai C.; Koong, Kai S.; Miao, … - In: Electronic markets : the international journal on … 23 (2013) 2, pp. 163-172

Persistent link: https://www.econbiz.de/10009750446

Understanding the antecedents of patients' missed appointments : the perspective of attribution theory

Fan, Guorui; Deng, Zhaohua; Liu, Lai C. - In: Data science and management : DSM 6 (2023) 4, pp. 247-255

The occurrence of missed appointments from online outpatient bookings significantly hinders the operational efficiency of outpatient services. This study aimed to investigate various factors influencing patients' missed appointments from online outpatient bookings. Drawing on attribution theory,...

Persistent link: https://www.econbiz.de/10014518027

Service innovation and organisational development through public-private partnership

Phusavat, Kongkiti; Anussornnitisarn, Pornthep; Comepa, … - In: International journal of management & enterprise … 8 (2010) 4, pp. 383-397

Persistent link: https://www.econbiz.de/10003996604

Are TQM practices supporting customer satisfaction and service quality?

Ooi, Keng-boon; Lin, Binshan; Tan, Boon-in; Chong, … - In: The journal of services marketing 25 (2011) 6, pp. 410-419

Persistent link: https://www.econbiz.de/10009390054

Impact of cultural differences on foreign customers' perceived local services

Lin, Chinho; Nguyen, Conghoang; Lin, Binshan - In: The journal of services marketing 27 (2013) 6, pp. 500-510

Persistent link: https://www.econbiz.de/10010198107

The determinants of customer loyalty in Malaysian mobile telecommunication services : a structural analysis

Leong, Lai-ying; Hew, Teck-soon; Ooi, Keng-boon; Lin, … - In: International journal of services, economics and management 4 (2012) 3, pp. 209-235

Persistent link: https://www.econbiz.de/10009675235

Improving a quality system through a management process of Trane Thailand

Phusavat, Kongkiti; Chuancharoen, Supakij; … - In: International journal of management & enterprise … 9 (2010) 4, pp. 348-363

Persistent link: https://www.econbiz.de/10008821747

A mean-end chain (MEC) lens of quality of care on customer equity, recommendations and revisit intention

Kim Piew Lai; Chong, Siong Choy; Lin, Binshan - In: International journal of quality and service sciences 17 (2025) 1, pp. 105-126

Persistent link: https://www.econbiz.de/10015417309

Are TQM practices supporting customer satisfaction and service quality?

Ooi, Keng‐Boon; Lin, Binshan; Tan, Boon‐In; … - In: Journal of Services Marketing 25 (2011) 6, pp. 410-419

Purpose – The purpose of this paper is to examine the relationship between total quality management (TQM) practices and customer satisfaction and also to investigate the association between TQM practices and service quality within the context of Malaysia's small service organizations....

Persistent link: https://www.econbiz.de/10014905354