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Now showing items 11-13 of 13
Functional quality and hedonic quality: a study of the dimensions of e-service quality in online travel agencies
(Elsevier Ltd, 2012-11)
We attempted to clarify the dimensions of e-service quality and their role in producing perceived value and loyalty among customers of e-commerce websites. We particularly examined whether e-quality ...
Service quality assessment of public transport and the implication role of demographic characteristics
(Springer Berlin Heidelberg, 2015-12)
This paper first proposes scales to evaluate customers’ perceived service quality in public transport then identify the demographic characteristics factors that may influence customer perceived service ...
Diffusion of quality standards in the hospitality sector
(Emerald Publishing Limited, 2013-04-19)
Purpose: The aim of this study is to compare the diffusion of certifications under two quality
management systems (QMSs) in the tourism sector in Spain: (i) the generic ISO 9001
international standard; ...