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An integrated service strategy by QFD approach: a case of a telecom company in Taiwan
16 references·0 citing·43 second hop
An integrated service strategy by QFD approach: a case of a telecom company in Taiwan (2007)An integrated service strategy by QFD app…The leading edge in QFD: past, present and future (2003)The leading edge in QFD: past…Translating customers’ voices into operations requirements ‐ A QFD application in higher education (2001)Translating customers’ voices…QFD not just a tool but a way of quality management (2001)QFD not just a tool but a way…Integrating SERVQUAL and Kano’s model into QFD for service excellence development (2001)Integrating SERVQUAL and Kano…An analytic model to quantify strategic service vision (2001)An analytic model to quantify…A conceptual QFD planning model (2001)A conceptual QFD planning mod…Fundamentals of Decision Making and Priority Theory With the Analytic Hierarchy Process (2000)Fundamentals of Decision Maki…Customer profitability analysis: Measurement, concentration, and research directions (1999)Customer profitability analys…Technological Forecasting—Model Selection, Model Stability, and Combining Models (1998)Technological Forecasting—Mod…Determination of an optimal set of design requirements using house of quality (1998)Determination of an optimal s…Customer lifetime value: Marketing models and applications (1998)Customer lifetime value: Mark…Quality function deployment (1995)Quality function deploymentON HOW TO PRIORITIZE DESIGN REQUIREMENTS DURING THE QFD PLANNING PROCESS (1993)ON HOW TO PRIORITIZE DESIGN R…Quality Function Deployment : Integrating Customer Requirements into Product Design (1990)Quality Function Deployment :…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Operations Research -- An Introduction (1980)The analytic hierarchy process : planning, priority setting, resource allocation (1980)The House of Quality (1988)Product Development Cycle Time and Organizational Performance (1997)Fuzzy multicriteria models for quality function deployment (2000)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Marketing management: analysis. planning. implementation and control (2000)Building and sustaining profitable customer loyalty for the 21st century (2004)The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research (2004)Interaction Orientation and Firm Performance (2008)Total Quality Development (1998)Review, analysis and classification of the literature on QFD—Types of research, difficulties and benefits (2008)Supplier selection paradigm: An integrated hierarchical QFD methodology under multiple-criteria environment (2010)Handbook of Technology and Innovation Management (2021)Principles of Marketing (1972)Brand Loyalty Vs. Repeat Purchasing Behavior (1973)A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy (2004)Valuing Customers (2004)Creating Enduring Customer Value (2016)Optimization by the Analytic Hierarchy Process (1979)The Analytic Hierarchy Process (1985)Decision analysis and behavioral research (1986)A Comparative Study of Using Grey Relational Analysis in Multiple Attribute Decision Making Problems (2002)An analytic model for locating facilities strategically (2004)Customer Requirement Management in Product Development: A Review of Research Issues (2006)How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)Analytical hierarchy process (1994)Aggregating individual judgments and priorities with the analytic hierarchy process (1998)Multi-criteria decision analysis in environmental sciences: Ten years of applications and trends (2011)TOURIST SATISFACTION AND DISSATISFACTION (2009)A critical review of techniques for classifying quality attributes in the Kano model (2011)The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country (2021)Customer satisfaction, customer retention, and market share (1993)THE LAST PLANNER SYSTEM OF PRODUCTION CONTROL (2000)Quality function deployment: A literature review (2002)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 2000Fundamentals of Decision Making and Priority Theory With the Analytic Hierarchy Process2,640 cited
  • 1990Quality Function Deployment : Integrating Customer Requirements into Product Design1,680 cited
  • 1998Customer lifetime value: Marketing models and applications975 cited
  • 2003The leading edge in QFD: past, present and future505 cited
  • 2001Integrating SERVQUAL and Kano’s model into QFD for service excellence development385 cited
  • 1993ON HOW TO PRIORITIZE DESIGN REQUIREMENTS DURING THE QFD PLANNING PROCESS370 cited
  • 1999Customer profitability analysis: Measurement, concentration, and research directions314 cited
  • 1998Determination of an optimal set of design requirements using house of quality274 cited
  • 1998Technological Forecasting—Model Selection, Model Stability, and Combining Models208 cited
  • 1995Quality function deployment186 cited
  • 2001Translating customers’ voices into operations requirements ‐ A QFD application in higher education177 cited
  • 2001A conceptual QFD planning model159 cited
  • 2001QFD not just a tool but a way of quality management

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150 cited
  • 2001An analytic model to quantify strategic service vision101 cited
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