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Total Quality Management & Business Excellence Volume 19, 2008 - Issue 7-8: In Honour of Professor Kanji's 70th Birthday
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Articles

Human aspect in service quality: EPSI benchmark studies

Jan Eklöf Stockholm School of Economics, Sweden; EPSI Research Services, SwedenCorrespondence[email protected] [email protected]
&
Irina Selivanova EPSI Research Services, Sweden
Pages 827-841 | Published online: 05 Sep 2008

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A. Birch-Jensen, I. Gremyr, J. Hallencreutz & Å. Rönnbäck. (2020) Use of customer satisfaction measurements to drive improvements. Total Quality Management & Business Excellence 31:5-6, pages 569-582.
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Articles from other publishers (9)

Ahmed Shaalan, Gomaa Agag & Marwa Tourky. (2022) Harnessing Customer Mindset Metrics to Boost Consumer Spending: A Cross‐Country Study on Routes to Economic and Business Growth. British Journal of Management 34:1, pages 442-465.
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Lina Pilelienė & Viktorija Grigaliūnaitė. (2016) A Model of Website Quality-Based E-Commerce Satisfaction Index. Scientific Annals of Economics and Business 63:1, pages 29-46.
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Manfred Bruhn. 2016. Kundenzufriedenheit. Kundenzufriedenheit 157 191 .
Ahmad Abujaber & Marios Katsioloudes. (2015) Impact of HR retention strategies in healthcare: The case of Qatar. Avicenna 2015:1.
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Matthew C.H. Yeung, Bala Ramasamy, Junsong Chen & Stan Paliwoda. (2013) Customer satisfaction and consumer expenditure in selected European countries. International Journal of Research in Marketing 30:4, pages 406-416.
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Silke Boenigk & Bernd Helmig. (2013) Why Do Donors Donate?. Journal of Service Research 16:4, pages 533-548.
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Lee, Jinho & Hanjoo Yoo. (2013) A Study on the Effect Paths from Employee Satisfaction to Customer Satisfaction - Case of the company K's power plant maintenance services-. Journal of Korea Service Management Society 14:2, pages 243-274.
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Manfred Bruhn. 2012. Kundenzufriedenheit. Kundenzufriedenheit 155 187 .
Forrest V. MorgesonIIIIII, Sunil Mithas, Timothy L. Keiningham & Lerzan Aksoy. (2010) An investigation of the cross-national determinants of customer satisfaction. Journal of the Academy of Marketing Science 39:2, pages 198-215.
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