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Total Quality Management & Business Excellence
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Volume 23, Issue 11-12

Total Quality Management & Business Excellence

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Total Quality Management & Business Excellence, Volume 23, Issue 11-12 (2012)

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Total Quality Management & Business Excellence, Volume 23, Issue 11-12 (2012)

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Quality of Services

Original Articles

Article

The effects of the current economic situation on customer satisfaction and retail patronage behaviour

María Pilar Martínez-Ruiz, Ana Isabel Jiménez-Zarco & Alicia Izquierdo-Yusta

Pages: 1207-1225

Published online: 08 May 2012

AbstractforThe effects of the current economic situation on customer satisfaction and retail patronage behaviour | Full Text | References | PDF (155.3 KB)

529 Views
10 CrossRef citations
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Article

Which HRM practices contribute to service culture?

Akiko Ueno

Pages: 1227-1239

Published online: 23 Nov 2012

AbstractforWhich HRM practices contribute to service culture? | Full Text | References | PDF (93.1 KB)

1274 Views
3 CrossRef citations
0Altmetric

Article

Examining the role of employee focus in the Turkish healthcare industry

Mesut Akdere, Ömer Gider & Mehmet Top

Pages: 1241-1256

Published online: 16 Aug 2012

AbstractforExamining the role of employee focus in the Turkish healthcare industry | Full Text | References | PDF (119.6 KB)

323 Views
6 CrossRef citations
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Article

Customer loyalty to service providers: examining the role of service quality, customer satisfaction and trust

Dolors Setó-Pamies

Pages: 1257-1271

Published online: 18 Jun 2012

AbstractforCustomer loyalty to service providers: examining the role of service quality, customer satisfaction and trust | Full Text | References | PDF (121.6 KB)

5527 Views
68 CrossRef citations
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Article

Process design principles in service firms: Universal or context dependent? A literature review and new research directions

F. Ponsignon, P. A. Smart & R. S. Maull

Pages: 1273-1296

Published online: 16 Jan 2012

AbstractforProcess design principles in service firms: Universal or context dependent? A literature review and new research directions | Full Text | References | PDF (183.1 KB)

1941 Views
12 CrossRef citations
0Altmetric

Article

Exploring critical success factors of knowledge management projects in the consulting sector

Marta Mas-Machuca & Carme Martínez Costa

Pages: 1297-1313

Published online: 31 Jan 2012

AbstractforExploring critical success factors of knowledge management projects in the consulting sector | Full Text | References | PDF (156 KB)

1717 Views
22 CrossRef citations
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Article

Managing quality in outsourcing of high-end services: a conceptual model

Vandana Srivastava, A. Sharfuddin & Subhash Datta

Pages: 1315-1327

Published online: 26 Oct 2012

AbstractforManaging quality in outsourcing of high-end services: a conceptual model | Full Text | References | PDF (177.3 KB)

533 Views
6 CrossRef citations
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Article

Reframing the past: A new approach in service quality assessment

Armando Calabrese & Francesco Scoglio

Pages: 1329-1343

Published online: 26 Oct 2012

AbstractforReframing the past: A new approach in service quality assessment | Full Text | References | PDF (227.5 KB)

716 Views
44 CrossRef citations
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Article

Measuring the quality of logistic service as an element of the logistics provider offering

Milorad Kilibarda, Slobodan Zečević & Milorad Vidović

Pages: 1345-1361

Published online: 16 Aug 2012

AbstractforMeasuring the quality of logistic service as an element of the logistics provider offering | Full Text | References | PDF (366.2 KB)

1108 Views
18 CrossRef citations
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Article

Assessing e-service quality: the current state of E-S-QUAL

Luc Honore Petnji Yaya, Frederic Marimon & Marti Casadesus Fa

Pages: 1363-1378

Published online: 04 Oct 2012

AbstractforAssessing e-service quality: the current state of E-S-QUAL | Full Text | References | PDF (124.2 KB)

1170 Views
29 CrossRef citations
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Article

Multi-criteria decision making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: a case study from Turkey

Serkan Altuntas, Türkay Dereli & Mustafa Kemal Yilmaz

Pages: 1379-1395

Published online: 08 May 2012

AbstractforMulti-criteria decision making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: a case study from Turkey | Full Text | References | PDF (342.3 KB)

1590 Views
62 CrossRef citations
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Article

A quality function deployment application using qualitative and quantitative analysis in after sales services

Fatma Pakdil, Feride Bahar Işın & Hande Genç

Pages: 1397-1411

Published online: 16 Aug 2012

AbstractforA quality function deployment application using qualitative and quantitative analysis in after sales services | Full Text | References | PDF (221.5 KB)

904 Views
33 CrossRef citations
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Article

Developing a revised QFD technique to meet the needs of multiple-customer groups: a case of public policy analysis

Chang-Hsi Yu, Chi-Kuang Chen, Wan-Hong Chen & Hsiu-Chen Chang

Pages: 1413-1431

Published online: 16 Aug 2012

AbstractforDeveloping a revised QFD technique to meet the needs of multiple-customer groups: a case of public policy analysis | Full Text | References | PDF (684.5 KB)

430 Views
8 CrossRef citations
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Article

Applying QFD to strategic quality management in law firms

María J. Esteban-Ferrer & Jesús Tricás

Pages: 1433-1451

Published online: 16 Aug 2012

AbstractforApplying QFD to strategic quality management in law firms | Full Text | References | PDF (479.9 KB)

667 Views
12 CrossRef citations
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Article

Quality in the financial sector from the perspective of consumer credits by socioeconomic and demographic characteristics

Özge Küçüktalasli, Özgür Arslan-Ayaydin & Mehmet Baha Karan

Pages: 1453-1463

Published online: 11 Jan 2012

AbstractforQuality in the financial sector from the perspective of consumer credits by socioeconomic and demographic characteristics | Full Text | References | PDF (79.4 KB)

188 Views
1 CrossRef citations
0Altmetric

Article

Loyalty patterns in corporate banking: insights gained from analysing willingness to recommend and share of wallet concepts

Veljko Marinković & Vladimir Senić

Pages: 1465-1478

Published online: 24 Oct 2012

AbstractforLoyalty patterns in corporate banking: insights gained from analysing willingness to recommend and share of wallet concepts | Full Text | References | PDF (125.3 KB)

350 Views
5 CrossRef citations
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Total Quality Management & Business Excellence (Vol.23, Iss.11-12, 2012)

Quality of Services

Quality of Services

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