| 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 |
| 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 |
| Mean service metrics: Biased quality judgement and the customer-server quality gap |
670:S |
QCAS / 67 / 5-6 / 425 |
| 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 |
| Validating the balanced scorecard framework for nonprofit organizations: An empirical study involving Australasian healthcare |
670:B |
QCAS / 66 / 5-6 / 433 |
| 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 |
