Category: 670 (Service)

Title Cat:App Page
Implementing error rate checks to improve the data quality in the Victorian Audit of Surgical Mortality 670:B QCAS / 66 / 3-4 / 233
Do electronic health records affect quality of care? Evidence from the HITECH Act 670:B QCAS / 66 / 3-4 / 235
The impact of internal service quality on preventable adverse events in hospitals 670:B QCAS / 66 / 3-4 / 239
Understanding the relationship between effectiveness and outcome indicators to improve quality in healthcare 670:B QCAS / 66 / 3-4 / 243
Quo vadis, (e-)service quality? Towards a sustainability paradigm 670:S QCAS / 66 / 3-4 / 247
A model for evaluation of customer satisfaction with banking service quality in an uncertain environment 670:Y QCAS / 66 / 3-4 / 249
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
ANP-based knowledge management solutions framework for the long-term complaint knowledge transfer 670:Y QCAS / 65 / 5-6 / 441
Does meaningful use of electronic health records improve patient outcomes? 670:B QCAS / 65 / 3-4 / 279
An empirical study of US hospital quality: Readmission rates, organizational culture, patient satisfaction and Facebook ratings 670:B QCAS / 65 / 3-4 / 283
Influencing perception of justice to leverage behavioral outcome: A perspective from restaurant service failure setting 670:S QCAS / 65 / 3-4 / 285
Service quality evaluation: Moderating influences of first-time and revisiting customers 600:Y QCAS / 65 / 3-4 / 289
Lean service innovation 670:Y QCAS / 65 / 1-2 / 101
Classifying restaurant service quality attributes by using Kano model and IPA approach 670:Y QCAS / 65 / 1-2 / 105
Measuring tourists’ satisfaction and loyalty: A perception approach 670:S QCAS / 64 / 5-6 / 475
How R helps Airbnb make the most of its data 670:Y QCAS / 64 / 5-6 / 479
Service quality appraisal: A study of interactions 670:S QCAS / 64 / 3-4 / 275
Scale measurements for airline service quality to secure passenger confidence in air travel 670:S QCAS / 64 / 1-2 / 117
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
Guiding the guides: Developing indicators of tour guides’ service quality 670:Y QCAS / 62 / 5-6 / 507
Key performance indicators measurement in service business: A fuzzy VIKOR approach 670:Y QCAS / 62 / 5-6 / 509
Hospital service quality measurement models: Patients from Asia, Europe, Australia and America 670:B QCAS / 62 / 4 / 373
Exploring the mediating role of affective and cognitive satisfaction on the effect of service quality on loyalty 670:Y QCAS / 62 / 4 / 375
The monitoring and improvement of surgical-outcome quality 670:B QCAS / 62 / 3 / 247
Linking business strategy to service failures and financial performance: Empirical evidence from the US domestic airline industry 670:Z QCAS / 62 / 3 / 249
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
Impact of quality and environmental investment on business competitiveness and profitability in small service business: The case of travel agencies 670:Y QCAS / 61 / 5-6 / 519
Quality of service in public transport based on customer satisfaction surveys: A review and assessment of methodological approaches 670:Y QCAS / 61 / 5-6 / 521
A typology of customer variability and employee variability in service industries 670:Y QCAS / 61 / 5-6 / 525
Design and blueprinting for total quality management implementation in service organizations 670:Y QCAS / 61 / 5-6 / 529
Employees’ national culture and service quality: An integrative review 670:S QCAS / 61 / 4 / 383
What service excellence can learn from business excellence models 670:Y QCAS / 61 / 4 / 387
Hospital service quality preferences among culture diversity 670:B QCAS / 61 / 3 / 261
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
Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling 670:T QCAS / 61 / 1-2 / 121
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
Measurement plans for process flow improvement in services and healthcare 670:B QCAS / 59 / 5-6 / 547
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
Perspectives of a clinical nurse specialist about improving the quality of nursing services 670:Y QCAS / 59 / 3 / 265
The attraction of the sizzle: A service investment model 670:A QCAS / 58 / 5-6 / 545
Metamodel for service analysis and design based on an operational view of service and service systems 670:Y QCAS / 58 / 5-6 / 549
Value cocreation and service systems (Re)formation: A service ecosystems view 670:Y QCAS / 58 / 5-6 / 551
Improved probabilistic prediction of healthcare performance indicators using bidirectional smoothing models 670:B QCAS / 58 / 4 / 373
The relationship between SERVQUAL, national customer satisfaction indices, and consumer sentiment 670:S QCAS / 58 / 4 / 375
Process quality improvement: An examination of general vs. outcome-specific climate and practices in hospitals 670:B QCAS / 58 / 3 / 251
The effect of the work and physical environment on hospital nurses’ perceptions and attitudes: Service quality ad commitment 670:B QCAS / 58 / 1-2 / 121
Factors affecting the effects of service recovery from an integrated point of view 670:S QCAS / 57 / 5-6 / 531
The effect of safety management systems on continuous improvement of patient safety: The moderating role of safety climate and autonomy 670:B QCAS / 57 / 4 / 389
Quality quandaries: Lean nursing 670:B QCAS / 57 / 3 / 267
Responsibility for product quality problems in sequential manufacturing: A case study from the meat industry 670:M QCAS / 57 / 3 / 269
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
A study of the quality of police services in exercising public power in Taiwan 670:Y QCAS / 56 / 4 / 381
Managing service quality: The managers’ orientations and their consequences – Case study evidence of current practice 670:S QCAS / 56 / 3 / 255
Organizational culture, knowledge management, and patient safety in U.S. hospitals 670:B QCAS / 56 / 1-2 / 131
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
Applying Mahalanobis distance into SERVQUAL analysis – A case study of hospital outpatient 670:B QCAS / 55 / 1-2 / 115
Quality quandaries: A gauge R & R study in a hospital 670:B QCAS / 55 / 1-2 / 119
Knowledge sharing and customer relationship management in the travel service alliances 670:S QCAS / 55 / 1-2 / 121
A study on medical services quality and its influence upon value of care and patient satisfaction – Focusing upon outpatients in a large-sized hospital 670:B QCAS / 54 / 5-6 / 521
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
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
Understanding healthcare clinical process and outcome measures and their use in the Baldrige Award application process 670:B QCAS / 54 / 3 / 271
Dimension of service quality in tourism – An Indian perspective 670:S QCAS / 54 / 3 / 273