| Exploring mediating role of service quality in the association between sensory marketing and customer satisfaction |
350:S |
QCAS / 68 / 5-6 / 391 |
| Modelling time-varying mobility flows using function-to-function regression: Analysis of a bike sharing system in the city of Milan |
540:S |
QCAS / 68 / 5-6 / 411 |
| Toward a theoretical framework of service experience: Perspectives from customer expectation and customer emotion |
670:S |
QCAS / 68 / 5-6 / 419 |
| The effects of leadership style on service quality: Enrichment or depletion of innovation behavior and job standardization |
670:S |
QCAS / 68 / 5-6 / 421 |
| Motivations and benefits of quality management systems in social services: Mediation of the implementation process |
670:S |
QCAS / 68 / 5-6 / 425 |
| Critical factors for Lean and innovation in services: From systematic review to an empirical investigation |
329:S |
QCAS / 68 / 3-4 / 205 |
| Regional bias when benchmarking services using customer satisfaction scores |
670:S |
QCAS / 68 / 3-4 / 237 |
| Heterogeneous dimensions of SERVQUAL |
670:S |
QCAS / 68 / 3-4 / 239 |
| Are dealers still relevant? How Dealer service quality impacts manufacturer success |
670:S |
QCAS / 68 / 3-4 / 241 |
| Evaluating occupational health and safety service quality by SERVQUAL: A field survey study |
670:S |
QCAS / 68 / 1-2 / 113 |
| Monitoring patient dissatisfaction: A methodology based on SERVQUAL scale and statistical process control charts |
690:S |
QCAS / 68 / 1-2 / 115 |
| Mean service metrics: Biased quality judgement and the customer-server quality gap |
670:S |
QCAS / 67 / 5-6 / 425 |
| Designing the airport service with fuzzy QFD based on SERVQUAL integrated with a fuzzy multi-objective decision model |
323:S |
QCAS / 67 / 1-2 / 43 |
| The influence of service quality on customer satisfaction and loyalty in B2B technology service industry |
670:S |
QCAS / 67 / 1-2 / 101 |
| Linking employee, customer and business results: A study in the hotel industry |
670:S |
QCAS / 67 / 1-2 / 105 |
| A measure of tourist experience quality: The case of inland tourism in Malaga |
670:S |
QCAS / 67 / 1-2 / 107 |
| Service innovation quality in healthcare: Service innovativeness and organizational renewal as driving forces |
670:S |
QCAS / 67 / 1-2 / 109 |
| Quo vadis, (e-)service quality? Towards a sustainability paradigm |
670:S |
QCAS / 66 / 3-4 / 247 |
| Operational determinants of airline service quality: Worldwide cross-regional analysis |
670:S |
QCAS / 65 / 5-6 / 435 |
| A modified EFQM excellence model for effective evaluation in the hotel industry |
670:S |
QCAS / 65 / 5-6 / 439 |
| Influencing perception of justice to leverage behavioral outcome: A perspective from restaurant service failure setting |
670:S |
QCAS / 65 / 3-4 / 285 |
| Measuring tourists’ satisfaction and loyalty: A perception approach |
670:S |
QCAS / 64 / 5-6 / 475 |
| Service quality appraisal: A study of interactions |
670:S |
QCAS / 64 / 3-4 / 275 |
| Relative contributions of product quality and service quality in the automobile industry |
430:S |
QCAS / 64 / 1-2 / 79 |
| Scale measurements for airline service quality to secure passenger confidence in air travel |
670:S |
QCAS / 64 / 1-2 / 117 |
| Designing lean processes with improved service quality:
An application in financial services |
430:S |
QCAS / 63 / 5-6 / 431 |
| Prioritizing quality of product and service dimensions with respect
to a product-service system in the public transport sector |
490:S |
QCAS / 63 / 5-6 / 435 |
| Implementing service
innovations in European
hotels |
670:S |
QCAS / 63 / 1-2 / 119 |
| SEM of service quality to predict overall patient satisfaction
in medical clinics: A case study |
670:S |
QCAS / 62 / 5-6 / 503 |
| Public administrators’ engagement in services co-creation:
Factors that foster and hinder organisational
learning about citizens |
690:S |
QCAS / 62 / 3 / 259 |
| Constructing innovative service quality for department stores |
670:S |
QCAS / 62 / 1-2 / 123 |
| Tourism service quality improvement –
‘the early bird catches the worm’ |
670:S |
QCAS / 61 / 5-6 / 515 |
| Impacts of investment attitude in service innovation |
670:S |
QCAS / 61 / 5-6 / 517 |
| Outsourcing customer support: The role of provider customer focus |
690:S |
QCAS / 61 / 5-6 / 537 |
| Employees’ national culture and service quality:
An integrative review |
670:S |
QCAS / 61 / 4 / 383 |
| Quality-of-service-aware service selection: A novel approach considering potential service failures and nondeterministic service values |
670:S |
QCAS / 61 / 3 / 263 |
| Service quality management and ecosystem theory |
670:S |
QCAS / 61 / 3 / 267 |
| Benefits of a truck appointment system on the service quality
of inland transport modes at a multimodal container terminal |
670:S |
QCAS / 60 / 1-2 / 121 |
| An integrated framework for service quality: SQBOK perspective |
670:S |
QCAS / 59 / 4 / 387 |
| Sequence effects in service bundles: Implications for service design and scheduling |
670:S |
QCAS / 59 / 3 / 263 |
| The relationship between SERVQUAL, national customer satisfaction indices, and consumer sentiment |
670:S |
QCAS / 58 / 4 / 375 |
| Factors affecting the effects of service recovery from an integrated point of view |
670:S |
QCAS / 57 / 5-6 / 531 |
| Perceived service quality and self-concept influences on consumer attitude and purchase process: A comparison between physical and internet channels |
690:S |
QCAS / 57 / 4 / 391 |
| Understanding e-learning service quality of a commercial bank by Kano’s model |
610:S |
QCAS / 57 / 3 / 261 |
| An evaluation of SERVQUAL and patient loyalty in an emerging country context |
670:S |
QCAS / 56 / 4 / 373 |
| A comparative analysis of the ports of Incheon and Shanghai: The cognitive service quality of ports, customer satisfaction, and post-behavior |
670:S |
QCAS / 56 / 4 / 377 |
| Managing service quality: The managers’ orientations and their consequences – Case study evidence of current practice |
670:S |
QCAS / 56 / 3 / 255 |
| Employee flow as an integrated and qualitative system: Impact on business-to-business service quality |
670:S |
QCAS / 56 / 1-2 / 133 |
| Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction |
670:S |
QCAS / 55 / 4 / 383 |
| Rethinking perceived service quality: An alternative to hierarchical and multidimensional models |
670:S |
QCAS / 55 / 3 / 261 |
| Power to people |
670:S |
QCAS / 55 / 3 / 265 |
| Knowledge sharing and customer relationship management in the travel service alliances |
670:S |
QCAS / 55 / 1-2 / 121 |
| Testing a hierarchical and integrated model of quality in the service sector: Functional, relational, and tangible Dimensions |
680:S |
QCAS / 55 / 1-2 / 125 |
| Managing service systems with an offline waiting option and customer abandonment |
670:S |
QCAS / 54 / 5-6 / 525 |
| The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived Quality |
670:S |
QCAS / 54 / 5-6 / 529 |
| A transformation function corresponding to IPA and gap analysis |
670:S |
QCAS / 54 / 5-6 / 531 |
| Delighting customers: An exploration into the discriminating factors |
670:S |
QCAS / 54 / 5-6 / 533 |
| Building personalized relationships with customers via emails |
350:S |
QCAS / 54 / 4 / 329 |
| Examining the development, delivery and measurement of service quality in the fitness industry: A case study |
670:S |
QCAS / 54 / 4 / 359 |
| How to improve service quality: Internal marketing as a determining factor |
670:S |
QCAS / 54 / 4 / 361 |
| Conceptualizing the perceived service quality of public utility services: A multi-level, multi-dimensional model |
670:S |
QCAS / 54 / 4 / 363 |
| The service-profit chain: A review and extension |
670:S |
QCAS / 54 / 4 / 365 |
| Can’t fix service quality? Read this |
670:S |
QCAS / 54 / 4 / 367 |
| Students’ perceptions of service quality in higher education |
680:S |
QCAS / 54 / 4 / 369 |
| Dimension of service quality in tourism – An Indian perspective |
670:S |
QCAS / 54 / 3 / 273 |
| An alternative approach in service quality: An e-banking case study |
670:S |
QCAS / 54 / 1-2 / 121 |
| SERVCESS: A parsimonious instrument to measure service quality and information system success |
670:S |
QCAS / 54 / 1-2 / 123 |
| A simulation model to develop QoS control strategies for application servers |
850:S |
QCAS / 54 / 1-2 / 139 |
| Quality control of wastewater treatment: A new approach |
430:S |
QCAS / 53 / 6 / 581 |
| Determinants of customer-perceived service quality in fast-food restaurants and their relationship to customer satisfaction and behavioral intentions |
670:S |
QCAS / 53 / 6 / 601 |
| Process drivers of e-service quality: Analysis of data from an online rating site |
670:S |
QCAS / 53 / 4-5 / 473 |
| Service quality in higher education: The role of student expectations |
680:S |
QCAS / 53 / 4-5 / 475 |
| Does gender moderate the effects of role stress in frontline service jobs? |
670:S |
QCAS / 52 / 6 / 673 |
| Improving quality and productivity via stratification: A call center example for forming homogeneous employee groups |
670:S |
QCAS / 52 / 6 / 675 |
| Service guarantee strength: The key to service quality |
670:S |
QCAS / 52 / 5 / 571 |
| Internal customer service: Has it improved? |
670:S |
QCAS / 52 / 5 / 573 |
| The impact of capacity costs on product differentiation in delivery time, delivery reliability and price |
670:S |
QCAS / 52 / 4 / 459 |
| Failure to mobilize in reliability-seeking organizations: Two cases from the UK railway |
810:S |
QCAS / 52 / 4 / 469 |
| The impact of employees’ characteristics on total quality service implementation: An empirical study |
410:S |
QCAS / 52 / 3 / 299 |
| An optimized clustering and selective probing framework to support internet quality of service routing |
640:S |
QCAS / 52 / 3 / 335 |
