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Constructing innovative service quality for department stores
15 references·2 citing·39 second hop
Constructing innovative service quality for department stores (2013)Constructing innovative service quality f…Business-process management: a proposed framework for future research (2013)Business-process management: …Reframing the past: A new approach in service quality assessment (2012)Reframing the past: A new app…Applying the Kano model and QFD to explore customers' brand contacts in the hotel business: A study of a hot spring hotel (2011)Applying the Kano model and Q…A strategic service quality framework using QFD (2011)A strategic service quality f…Retail service quality in context of CIS countries (2010)Retail service quality in con…Integration of Kano’s Model into quality function deployment (QFD) (2010)Integration of Kano’s Model i…C-Kano model: a novel approach for discovering attractive quality elements (2010)C-Kano model: a novel approac…Using integrated quality assessment for hotel service quality (2009)Using integrated quality asse…The refined Kano's model and its application (2005)The refined Kano's model and …Establishment and applications of the integrated model of service quality measurement (2003)Establishment and application…How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)How to make product developme…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…Quality Function Deployment : Integrating Customer Requirements into Product Design (1990)Quality Function Deployment :…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Strategic servitization design method for Industry 4.0-based smart intralogistics and production (2022)Strategic servitization desig…Measuring the dimensions of quality in service innovation: A dynamic capability and organisational competency perspective (2020)Measuring the dimensions of q…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)Out of the Crisis (1982)The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty (2014)Hotel attribute performance, eWOM motivations, and media choice (2015)Exploring the nonlinear impact of critical incidents on customers’ general evaluation of hospitality services (2017)How to build an e-learning product: Factors for student/customer satisfaction (2012)Quality function deployment (2012)Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily (2014)Increasing accuracy of the Kano model – a case study (2016)Zero defections: quality comes to services. 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Lessons from three smart tourism cities in South Korea (2019)The House of Quality (1988)The Voice of the Customer (1993)Quality function deployment: A literature review (2002)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction (2014)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)A multi‐attribute model of web site interactivity and customer satisfaction (2009)Using BPNN and DEMATEL to modify importance–performance analysis model – A study of the computer industry (2009)An application of the performance-evaluation model for e-learning quality in higher education (2014)Customer satisfaction, customer retention, and market share (1993)THE LAST PLANNER SYSTEM OF PRODUCTION CONTROL (2000)
this work references cited by second hop

References

  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 1990Quality Function Deployment : Integrating Customer Requirements into Product Design1,680 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 1998How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment1,134 cited
  • 2005The refined Kano's model and its application302 cited
  • 2010Integration of Kano’s Model into quality function deployment (QFD)157 cited
  • 2003Establishment and applications of the integrated model of service quality measurement116 cited
  • 2009Using integrated quality assessment for hotel service quality84 cited
  • 2011Applying the Kano model and QFD to explore customers' brand contacts in the hotel business: A study of a hot spring hotel74 cited
  • 2010Retail service quality in context of CIS countries68 cited
  • 2010C-Kano model: a novel approach for discovering attractive quality elements65 cited
  • 2012Reframing the past: A new approach in service quality assessment63 cited
  • 2013Business-process management: a proposed framework for future research

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43 cited
  • 2011A strategic service quality framework using QFD26 cited
  • Cited by

    • 2022Strategic servitization design method for Industry 4.0-based smart intralogistics and production20 cited
    • 2020Measuring the dimensions of quality in service innovation: A dynamic capability and organisational competency perspective18 cited