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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; ...
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 ...