Escobar Rivera, Dalilis (Date of defense: 2019-05-24)
The objective of the present dissertation is to empirically identify customer delight in customer’s most memorable experiences in the context of tourism services. Specifically, the aim of the present ...
Allur Aranburu, Erlantz (Date of defense: 2014-09-30)
This paper summarises the research work carried out under the title "Analysis of organisational internalisation of the principal standards and models of quality management and excellence". It is a ...
Petnji Yaya, Luc Honoré (Date of defense: 2012-07-27)
This thesis investigates whether ISO 9001 certification by banks affects customers’ perceptions of e-service quality and recovery (and hence customer satisfaction, value and loyalty) in online banking ...
Simon i Villar, Alexandra (Date of defense: 2012-07-27)
The main objective of the present dissertation is to empirically study the integration of management systems (MSs). Specifically, we aim to investigate how organizations carry out the integration process, ...
Amoah-Mensah, Aborampah (Date of defense: 2011-03-14)
La satisfacció és una preocupació crucial pels clients i per les organitzacions, incloent els bancs. L'estudi examina la satisfacció global dels clients dels bancs a Ghana i Espanya. Així s'analitzen ...