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Combined Analysis of Service Expectations and Perceptions in Lodging Industry Through Quality Function Deployment
(2017)
This study is the first empirical attempt of how quality function deployment (QFD) can be employed as a service quality design and improvement tool in the lodging industry. It combines two complementary perspectives of ...
Using Quality Function Deployment for Environmentally Sustainable Hotels: A Combined Analysis of Customer and Manager Point of View
(2017)
This paper aims to integrate customers' and managers' environmental priorities into service delivery design processes. The main research question in this study is to determine the most significant environmental priorities ...
Quality Improvement Initiatives Based on Customer and Service Provider Perspectives in Shopping Malls
(2018)
Purpose The purpose of this study is to optimize and improve service delivery configurations by integrating both customers' and service providers' perspectives into service delivery design processes using quality function ...
Improving service quality in highway passenger transportation: a case study using quality function deployment
(2014)
The highly competitive market conditions in the passenger transportation industry pressure service provider firms to adopt an attitude of customer-oriented service quality. Even though the service quality of passenger ...