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Volume 22, Issue 9

Total Quality Management & Business Excellence

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Total Quality Management & Business Excellence, Volume 22, Issue 9 (2011)

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Total Quality Management & Business Excellence, Volume 22, Issue 9 (2011)

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From Value Creation to Customer Satisfaction, Loyalty and Brand Equity (Guest Editor: Su Mi Dahlgaard-Park)

Original Articles

Article

An integrated model of value creation based on the refined Kano's model and the blue ocean strategy

Ching-Chow Yang & King-Jang Yang

Pages: 925-940

Published online: 20 Sep 2011

AbstractforAn integrated model of value creation based on the refined Kano's model and the blue ocean strategy | Full Text | References | PDF (400.6 KB)

3051 Views
34 CrossRef citations
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Article

Looking for potential service quality gaps to improve customer satisfaction by using a new GA approach

Ming-Chun Tsai, Lu-Fang Chen, Ya-Hui Chan & Shu-Ping Lin

Pages: 941-956

Published online: 06 Sep 2011

AbstractforLooking for potential service quality gaps to improve customer satisfaction by using a new GA approach | Full Text | References | PDF (332.9 KB)

629 Views
16 CrossRef citations
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Article

Brand equity, relationship quality, relationship value, and customer loyalty: Evidence from the telecommunications services

Ching-Fu Chen & Odonchimeg Myagmarsuren

Pages: 957-974

Published online: 06 Sep 2011

AbstractforBrand equity, relationship quality, relationship value, and customer loyalty: Evidence from the telecommunications services | Full Text | References | PDF (184.4 KB)

2421 Views
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Article

A mixed-initiative model for quality-based e-services pricing

Wei-Lun Chang

Pages: 975-991

Published online: 27 Jun 2011

AbstractforA mixed-initiative model for quality-based e-services pricing | Full Text | References | PDF (434.5 KB)

245 Views
5 CrossRef citations
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Article

Rethinking the importance grid as a research tool for quality managers

Josip Mikulić & Darko Prebežac

Pages: 993-1006

Published online: 27 Jun 2011

AbstractforRethinking the importance grid as a research tool for quality managers | Full Text | References | PDF (212.7 KB)

337 Views
27 CrossRef citations
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Article

The impact of electronic-service quality on online shopping behaviour

Wen-Chin Tsao & Ya-Ling Tseng

Pages: 1007-1024

Published online: 09 Sep 2011

AbstractforThe impact of electronic-service quality on online shopping behaviour | Full Text | References | PDF (169.8 KB)

1572 Views
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Total Quality Management & Business Excellence (Vol.22, Iss.9, 2011)

From Value Creation to Customer Satisfaction, Loyalty and Brand Equity (Guest Editor: Su Mi Dahlgaard-Park)

From Value Creation to Customer Satisfaction, Loyalty and Brand Equity (Guest Editor: Su Mi Dahlgaard-Park)

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