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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 ...
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; ...