Mostrando ítems 1-5 de 5
Escobar Rivera, Dalilis (Fecha de defensa: 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 (Fecha de defensa: 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 (Fecha de defensa: 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 (Fecha de defensa: 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 (Fecha de defensa: 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 ...