Total Quality Management & Business Excellence, Volume 24, Issue 9-10 (2013)

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Total Quality Management & Business Excellence, Volume 24, Issue 9-10 (2013)

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Relationship Quality and Customer Satisfaction in Service Contexts

Relationship Quality in Services

Article
Adapted customer relationship management implementation framework: facilitating value creation in nursing homes
Stephen R. Gulliver, Uday B. Joshi & Vaughan Michell
Pages: 991-1003
Published online: 29 Apr 2013
AbstractforAdapted customer relationship management implementation framework: facilitating value creation in nursing homes | Full Text | References | PDF (433.3 KB)
  • 421 Views
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Article
An evaluation of customer relationship management in hospital-based and privately run nursing homes in Taiwan
Mei-Ling Wang
Pages: 1004-1021
Published online: 10 Jan 2012
AbstractforAn evaluation of customer relationship management in hospital-based and privately run nursing homes in Taiwan | Full Text | References | PDF (111.1 KB)
  • 443 Views
  • 14 CrossRef citations
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Article
The effects of a transfer to new premises on patients' perceptions of service quality in a general hospital in Greece
Anestis K. Fotiadis & Chris A. Vassiliadis
Pages: 1022-1034
Published online: 14 Jun 2013
AbstractforThe effects of a transfer to new premises on patients' perceptions of service quality in a general hospital in Greece | Full Text | References | PDF (110.7 KB)
  • 260 Views
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Article
Does customer relationship management influence call centre quality performance? An empirical industry analysis
Aliyu Olayemi Abdullateef & Salniza Md. Salleh
Pages: 1035-1045
Published online: 17 May 2013
AbstractforDoes customer relationship management influence call centre quality performance? An empirical industry analysis | Full Text | References | PDF (155.4 KB)
  • 703 Views
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Article
Controlling outsourced service delivery: managing service quality in business service triads
Jos van Iwaarden & Wendy van der Valk
Pages: 1046-1061
Published online: 07 May 2013
AbstractforControlling outsourced service delivery: managing service quality in business service triads | Full Text | References | PDF (125.1 KB)
  • 1451 Views
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Article
Relationship quality in a coproduction context and the moderating effects of relationship orientation
Shih-Hao Wu, Stephen Chi-Tsun Huang, Ching-Yi Daphne Tsai & Hsin-I Chen
Pages: 1062-1083
Published online: 11 Jan 2012
AbstractforRelationship quality in a coproduction context and the moderating effects of relationship orientation | Full Text | References | PDF (225.2 KB)
  • 363 Views
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Article
The mediating role of relational benefit between service quality and customer loyalty in airline industry
Po-Tsang Chen & Hsin-Hui ‘Sunny’ Hu
Pages: 1084-1095
Published online: 08 May 2012
AbstractforThe mediating role of relational benefit between service quality and customer loyalty in airline industry | Full Text | References | PDF (173.6 KB)
  • 2992 Views
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Article
Modelling the relationships among retail atmospherics, service quality, satisfaction and customer behavioural intentions in an emerging economy context
Tamara Rajic & Jaroslav Dado
Pages: 1096-1110
Published online: 17 Apr 2013
AbstractforModelling the relationships among retail atmospherics, service quality, satisfaction and customer behavioural intentions in an emerging economy context | Full Text | References | PDF (158.2 KB)
  • 842 Views
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Service Quality and Customer Satisfaction

Article
The influence of electronic service quality on loyalty in postal services: the mediating role of satisfaction
Ana Rosa Del Águila-Obra, Antonio Padilla-Meléndez & Rami M.O.O. Al-dweeri
Pages: 1111-1123
Published online: 10 Jun 2013
AbstractforThe influence of electronic service quality on loyalty in postal services: the mediating role of satisfaction | Full Text | References | PDF (186.5 KB)
  • 759 Views
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Article
Developing a decomposed customer satisfaction index: An example of the boutique motel industry
Sheng-Hsun Hsu, Meng-Huan Tsai & Yu-Che Wang
Pages: 1124-1140
Published online: 20 Jan 2012
AbstractforDeveloping a decomposed customer satisfaction index: An example of the boutique motel industry | Full Text | References | PDF (332.9 KB)
  • 553 Views
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Article
A hybrid fuzzy methodology to evaluate customer satisfaction in a public transportation system for Istanbul
Özge Nalan Bilişik, Melike Erdoğan, İhsan Kaya & Hayri Baraçlı
Pages: 1141-1159
Published online: 25 Jun 2013
AbstractforA hybrid fuzzy methodology to evaluate customer satisfaction in a public transportation system for Istanbul | Full Text | References | PDF (286.5 KB)
  • 906 Views
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Article
Developing a service quality evaluation model for luxurious restaurants in international hotel chains
Jiung-Bin Chin & Chih-Hsin Tsai
Pages: 1160-1173
Published online: 08 May 2012
AbstractforDeveloping a service quality evaluation model for luxurious restaurants in international hotel chains | Full Text | References | PDF (88 KB)
  • 1694 Views
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Article
The moderating role of nationality on the satisfaction loyalty link: evidence from the tourism industry
Angelos Pantouvakis
Pages: 1174-1187
Published online: 17 Apr 2013
AbstractforThe moderating role of nationality on the satisfaction loyalty link: evidence from the tourism industry | Full Text | References | PDF (126.9 KB)
  • 726 Views
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Article
The application of total quality management in rural tourism in the context of new rural construction – the case in China
Nie Xiaorong, Xiong Bojian & Zhao Huili
Pages: 1188-1201
Published online: 08 May 2012
AbstractforThe application of total quality management in rural tourism in the context of new rural construction – the case in China | Full Text | References | PDF (81.8 KB)
  • 521 Views
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Article
Conceptualisation of service quality for hybrid services: a hierarchical approach
Shirshendu Ganguli & Sanjit Kumar Roy
Pages: 1202-1218
Published online: 08 Jul 2013
AbstractforConceptualisation of service quality for hybrid services: a hierarchical approach | Full Text | References | PDF (143.4 KB)
  • 1065 Views
  • 19 CrossRef citations
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Article
Critical success factors in aligning IT and business objectives: A Delphi study
Sun-Jen Huang, Ming-Shian Wu & Li-Wei Chen
Pages: 1219-1240
Published online: 10 Jan 2012
AbstractforCritical success factors in aligning IT and business objectives: A Delphi study | Full Text | References | PDF (190.7 KB)
  • 1533 Views
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