Quality function deployment: A literature review
LK Chan, ML Wu - European journal of operational research, 2002 - Elsevier
This paper presents a literature review of quality function deployment (QFD) based on a
reference bank of about 650 QFD publications established through searching various …
reference bank of about 650 QFD publications established through searching various …
Insights into service operations management: a research agenda
This paper offers insights regarding an agenda for service operations management (SOM)
research. First, we motivate the need for an SOM research agenda. Second, we offer a …
research. First, we motivate the need for an SOM research agenda. Second, we offer a …
[PDF][PDF] Effect of customer loyalty program on customer satisfaction and its impact on customer loyalty
S Khairawati - … journal of research in business and social …, 2020 - pdfs.semanticscholar.org
The aim of this research is to examine the effect of the customer loyalty program on customer
satisfaction and its impact on customer loyalty. This program is developed by the company in …
satisfaction and its impact on customer loyalty. This program is developed by the company in …
The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry
This research aims to examine the relationships among three components of the physical
environment (ie, décor and artifacts, spatial layout, and ambient conditions), price …
environment (ie, décor and artifacts, spatial layout, and ambient conditions), price …
Self-service technology kiosk design for restaurants: An QFD application
Self-service technology (SST) has been increasingly integrated into today's service industry.
The ability to understand how customers perceive SST and improve its quality is therefore …
The ability to understand how customers perceive SST and improve its quality is therefore …
Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations
Perceived equity is a key psychological reaction to the value that a service company
provides. Yet equity research has focused on a customer's satisfaction with relatively well …
provides. Yet equity research has focused on a customer's satisfaction with relatively well …
Background music pleasure and store evaluation: intensity effects and psychological mechanisms
L Dubé, S Morin - Journal of business Research, 2001 - Elsevier
A field study was conducted to test, in a natural setting, the effects of background music of
different pleasure intensity (low and high) on store evaluation and to explore the underlying …
different pleasure intensity (low and high) on store evaluation and to explore the underlying …
A review on quality of service and servqual model
Z Shi, H Shang - HCI in Business, Government and Organizations: 7th …, 2020 - Springer
In field of service design, the research and application of service quality plays an important
role in the development and competition of enterprises by establishing brand image and …
role in the development and competition of enterprises by establishing brand image and …
Customer roles in service supply chains and opportunities for innovation
This article conceptualizes service supply chains according to the Unified Service Theory,
which defines services as bidirectional supply chains that have customers both providing …
which defines services as bidirectional supply chains that have customers both providing …
The impact of quality practices on customer satisfaction and business results: product versus service organizations
Research on the differences in customer satisfaction between product and service
organizations has focused on an output perspective, or how customers evaluate …
organizations has focused on an output perspective, or how customers evaluate …