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Emerald Group Publishing Ltd

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The impact of quality practices on customer satisfaction and business results: product versus service organizations

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Journal of Quality Management, Vol. 6, Iss. 1, 2001-12 ,pp. : 5-27

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The impact of organisational variables and quality performance on customer satisfaction

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Inderscience Publishers

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Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry

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Managing Service Quality, Vol. 19, Iss. 3, 2009-05 ,pp. : 308-331

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Customer satisfaction and service quality measurement in Indian call centres

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Managing Service Quality, Vol. 18, Iss. 4, 2008-07 ,pp. : 405-416

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