Contribution to quality research: : a literature review of Kano's model from 1998 to 2012
Tainyi (Ted) Luor, Hsi-Peng Lu, Kang-Min Chien, Tzong-Chen Wu
págs. 234-247
Development of institutional downsizing theory: : evidence from the MNC downsizing strategy and HRM practices in Taiwan
Philip C.F. Tsai, Yu-Fang Yen
págs. 248-262
Towards the fine-tuning of a predictive Kano model for supporting product and service design
Yuri Borgianni, Federico Rotini
págs. 263-283
Internal quality management instructors' knowledge-training capabilities: : an empirical study in Taiwan
Teng-Hu Su, Iuan-Yuan Lu, Sheng-Chan Chiu
págs. 284-297
Leisure-service quality and hedonic experiences: : Singing at a Karaoke House as a Form of Theatre
Shih-Hao Wu, Chi-Tsun Huang, Yi-fong Chen
págs. 298-311
Exploring the impacts of ISO 9001 on small- and medium-sized social service institutions: : a multiple case study
Nuno Filipe Melão, Sara Maria Maria Guia
págs. 312-326
Toward a measure of Chinese hypermarket retail service quality
Yung-Tai Tang, James O. Stanworth, Wei-Ting Chen, Siao-Wei Huang, Hsin-Hung Wu
págs. 327-338
An empirical investigation of electronic government service quality: : from the demand-side stakeholder perspective
Mahmud A Shareef, Norm Archer, Yogesh K. Dwivedi
págs. 339-354
GRSERV scale: : an effective tool for measuring consumer perceptions of service quality in green restaurants
Cheng-Ta Chen, Ching-Chan Cheng, Fu-Sung Hsu
págs. 355-367
Determining critical service quality from the view of performance influence
Kung-Jeng Wang, Tsang-Chuan Chang, Kuen-Suan Chen
págs. 368-384
Creation of value to society – a process map of the societal entrepreneurship area
Anna Åslund, Ingela Bäckström
págs. 385-399
Integrating the Kano model into architectural design: : quality measurement in mass-housing units
Fatma İpek Ek, Şeniz Çıkış
págs. 400-414
Developing strategies for improving the service quality of casual-dining restaurants: : New insights from integrating IPGA and QFD analysis
Ching-Chan Cheng, Ming-Chun Tsai, Shu-Ping Lin
págs. 415-429
Exploring the impact factor of positive word-of-mouth influences satisfied customers
Yi-Liang Su, Tom M.Y. Lin, Sue-Ting Chang
págs. 430-444
págs. 446-464