Sage Journals: Discover world-class research

Free access

Research article

First published 2004-9

Linking employee behaviour to external customer satisfaction using quality function deployment

V Hanna, C J Backhouse, N D Burns

Proceedings of the Institution of Mechanical Engineers,Part B: Journal of Engineering Manufacture

Open access

Research article

First published 2017

Tools for measuring and improving external customer satisfaction in stores of Santo Domingo,Ecuador

Alexander Sánchez Rodriguez, Reyner Pérez Campdesuñer, Gelmar García Vidal [...]

International Journal of Engineering Business Management

Retricted access

Research article

First published 2022-5

Measuring Customer Satisfaction and Hotel Efficiency Analysis: An Approach Based on Data Envelopment Analysis

Changhee Kim, Kyunghwa Chung

Cornell Hospitality Quarterly

Retricted access

Research article

First published 2013-8

Exploring the Zone of Tolerance for Internal Customers in IT-Enabled Call Centers

J. J. Po-An Hsieh, Piyush Sharma, Arun Rai [...]

Journal of Service Research

Retricted access

Research article

First published 2006-04

The Influence of Corporate Character on Customers and Employees: Exploring Similarities and Differences

Rosa Chun, Gary Davies

Journal of the Academy of Marketing Science

Open access

Research article

First published 2022-11

How Political Identity Shapes Customer Satisfaction

Daniel Fernandes, Nailya Ordabayeva, Kyuhong Han [...]

Journal of Marketing

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Research article

First published 2003-09

GREENING THE SERVICE PROFIT CHAIN: THE IMPACT OF ENVIRONMENTAL MANAGEMENT PRACTICES

GEORGE I. KASSINIS, ANDREAS C. SOTERIOU

Production and Operations Management

Retricted access

Research article

First published 2008-02

Discrete Negative Emotions and Customer Dissatisfaction Responses in a Casual Restaurant Setting

Anna S. Mattila, Heejung Ro

Journal of Hospitality & Tourism Research

Retricted access

Research article

First published 2012-2

Drivers of Satisfaction and Dissatisfaction for Overseas Service Customers: A Critical Incident Technique Approach

Constanza Bianchi, Judy Drennan

Australasian Marketing Journal

Retricted access

Other

First published 1999-4

Hoffmann-La Roche Ltd. Drug Information & Safety Department Survey of Customer Needs and Satisfaction *

Patricia Rawn

Therapeutic Innovation & Regulatory Science

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