Acceso usuarios
Integrated management systems towards sustainable and socially responsible organisation
Iveta Mežinska, Inga Lapiņa, Jānis Mazais
págs. 469-481
Constructing innovative service quality for department stores
Ming-Kuen Chen, Yen-Ling Lin, I-Wen Chen
págs. 482-496
The use of quality management systems, tools, and techniques in ISO 9001:2008 certified companies with multidimensional statistics: : the Greek case
Vasileios Ismyrlis, Odysseas Moschidis
págs. 497-514
Exploring the service management standard ISO 20000
Santiago Cots Serrano, Martí Casadesús Fa 
págs. 515-533
Developing and validating a hierarchical model of service quality of retail banks
Mohammad Alamgir Hossain, Yogesh K. Dwivedi, Sarah Binte Naseem
págs. 534-549
Internet-banking customer analysis based on perceptions of service quality in Taiwan
Chih-Chin Liang, Wu Pei-Ching
págs. 550-568
A dual quality function deployment approach for benchmarking service quality
Hyojin Park, Youngjung Geum, Yongtae Park
págs. 569-582
Effects of clinical pathway implementation on medical quality and patient satisfaction
Tsu-Ming Yeh, Fan-Yun Pai, Kai-I Huang
págs. 583-601
Research on product quality control in Chinese online shopping: : based on the uncertainty mitigating factors of product quality
Bo Li, Decheng Wen, Xiaodan Shi
págs. 602-618
Chen-Yen Yao, Chin-Chung Tsai, Yen-Chiang Fang
págs. 619-631
An application of the performance-evaluation model for e-learning quality in higher education
Eva Martínez Caro, Juan Gabriel Cegarra Navarro , Gabriel A. Cepeda Carrión
págs. 632-647
Evelina Ericsson, Liv Gingnell, Joakim Lilliesköld
págs. 648-660
Mohammad Alamgir Hossain, Yogesh K. Dwivedi
págs. 661-674
Developing control charts in monitoring service quality based on the number of customer complaints
Kuen-Suan Chen, Tsang-Chuan Chang, Kung-Jeng Wang, Chiao-Tzu Huang
págs. 675-689
A structured approach to integrating audits to create organisational efficiencies: : ISO 9001 and ISO 27001 audits
Zoé Hoy, Andrea Foley
págs. 690-702
