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The contest determinant of delight and disappointment: a case study of online banking
(Taylor & Francis, 2013-05-07)
Purpose: This study considers perceived online service quality and online service recovery as antecedents to online satisfaction for the purposes of investigating which factor has the most significant ...
Assessing e-service quality: the current state of E-S-QUAL
(Taylor & Francis, 2012)
Purpose: this study seeks to holistically undertake a comprehensive review of the current state of the E-S-QUAL scale including methodology used, suggestions, and limitations associated with the adoption ...
UK and Spanish banks performances before, during and after the financial crisis: consumer behavior and attitudes to personal risk
(EDNOTERA, 2014-12)
This paper analyzes and compares the UK and Spanish banks performances before, during and after the financial crisis with a focus on the trend of ATMs, payment cards and accepted devices, ROA and ROE. ...
Benefits of ISO 20000 IT service management certification
(Springer Berlin Heidelberg, 2014-12-31)
This paper explores the benefits organizations perceive that they have attained by their ISO 20000 service management system standard certification. The paper proposes a classification of benefits and ...
The impact of ISO 9001 standard and the EFQM model: The view of the assessors
(Taylor & Francis, 2011-02-19)
The aim of this article is to evaluate the impact of both the ISO 9000 standard and the EFQM self-evaluation model, the total quality management model most employed in Europe. In order to directly compare ...
ISO 9000 and ISO 14000 standards: a projection model for the decline phase
(Taylor & Francis, 2009-01-28)
During the past few years, the process of standardization with regard to business management systems has accelerated in an economic environment characterized by a marked process of economic globalization ...
Do quality consultants offer a quality service?
(Taylor & Francis, 2002-09)
By the end of year 2000, more than 3800 Spanish companies had been ISO certified (ISO, 2001). Aiming for a quality certification is still the most extended practice leading to quality improvements in ...
The future of standardised quality management in tourism: evidence from the Spanish tourist sector
(Taylor & Francis, 2010-09-28)
Quality management is gaining more importance in the tourist sector, in particular, by implementing standardized Quality Management Systems (QMS). A forerunner is the Spanish case, in which specific ...
Impacto competitivo de las herramientas para la gestión de la calidad
(Elsevier, 2009-12)
En este artículo se evalúa el impacto de las herramientas para la gestión de la calidad en la competitividad de las organizaciones, tomándose como referencia dos modelos distintos de gestión de la ...
Impact of e-quality and service recovery on loyalty: a study of e-banking in Spain
(Taylor & Francis, 2012-01-18)
The purposes of this study are twofold: (i) to propose and apply scales to measure service quality and service recovery in the setting of electronic banking (e-banking) services; and (ii) to examine the ...