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The impact of ISO 9001 effectiveness on the performance of service companies
Emerald Group Publishing | 2013| -
A critical review of techniques for classifying quality attributes in the Kano model
Emerald Group Publishing | 2011| -
Antecedents and effects of engaged frontline employees
A study from the hospitality industryEmerald Group Publishing | 2011| -
Effects of inertia and satisfaction in female online shoppers on repeat-purchase intention
The moderating roles of word-of-mouth and alternative attractionEmerald Group Publishing | 2013| -
The role of technology readiness in self-service technology acceptance
Emerald Group Publishing | 2011| -
The influence of service environments on customer emotion and service outcomes
Emerald Group Publishing | 2011| -
The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service
Emerald Group Publishing | 2013| -
The influence of event quality on revisit intention
Gender difference and segmentation strategyEmerald Group Publishing | 2013| -
The impact of call centre stressors on inbound and outbound call-centre agent burnout
Emerald Group Publishing | 2013| -
Service quality in utility industries: the European telecommunications sector
British Library Online Contents | 2014| -
Customer preference for decision authority in credence services: The moderating effects of source credibility and persuasion knowledge
British Library Online Contents | 2014| -
Service quality, emotional satisfaction, and behavioural intentions
A study in the hotel industryEmerald Group Publishing | 2009| -
The adoption of mobile value-added services
Investigating the influence of IS quality and perceived playfulnessEmerald Group Publishing | 2012| -
Determinants and consequences of consumer satisfaction with self-service technology in a retail setting
Emerald Group Publishing | 2012| -
Moderators of the relationship between social bonding and organizational commitment
British Library Online Contents | 2014|
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