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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 ...
Fulfilment of expectations mediating quality and satisfaction: the case of hospital service
(Taylor & Francis, 2017-11-15)
Many attempts have been conducted during the last decades to define a quality measurement scale in the health sector; however, there is not yet a complete agreement on which dimensions impact satisfaction. ...
Assessing learner satisfaction by simultaneously measuring learner attitude, motivation, loyalty, and service quality in English academies
(Taylor & Francis, 2015-09-30)
The aims of this study are threefold in their approach to English academy teaching: (i) to assess learner satisfaction, (ii) to assess the impact of satisfaction on loyalty and (iii) to assess the three ...
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 ...
Quality management: a compulsory requirement to achieve effectiveness
(Taylor & Francis, 2018-11-27)
Quality management (QM), knowledge management (KM), and organisational culture make up critical resources for sustained competitive advantage of the organisation. Individually, each contributes to ...
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 ...
Purchasing behaviour in an online supermarket: the applicability of E-S-QUAL
(Sage Publications Ltd., 2010)
Purpose: The purpose of this paper is twofold: (i) to assess the applicability of the four dimensions of online service quality as proposed in the E-S-QUAL scale to the setting of an online supermarket; ...
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 ...
La calidad de la consultoría especializada en ISO 9000: un modelo de evaluación
(Universidad de Jaén, 2007)
El crecimiento en el número de certificaciones en el estándar del sistema de calidad ISO 9000
ha provocado un fuerte impulso en la demanda de servicios de consultoría especializados en
estos sistemas. ...
CC-Qual: A holistic scale to assess customer perceptions of service quality of collaborative consumption services
(Elsevier Ltd, 2019-12)
The paper defines and validates a scale—CC-Qual—to assess the quality of services provided through a Collaborative Consumption (CC) model.
The authors have borrowed a set of items arranged in eight ...