Can ISO 9001 improve service recovery?

Author： Yaya Luc Honore Petnji   Marimon Frederic   Casadesus Marti  

Publisher： Emerald Group Publishing Ltd

ISSN： 0263-5577

Source： Industrial Management & Data Systems, Vol.113, Iss.8, 2013-08, pp. : 1206-1221

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

Internalization of ISO 9001: a longitudinal survey

By Allur Erlantz   Heras-Saizarbitoria Iñaki   Casadesús Martí  

Industrial Management & Data Systems, Vol. 114, Iss. 6, 2014-07 ,pp. : 872-885

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Integrating Six Sigma with ISO 9001

By Marques Pedro   Requeijo José   Saraiva Pedro   Frazão-Guerreiro Francisco  

International Journal of Lean Six Sigma, Vol. 4, Iss. 1, 2013-03 ,pp. : 36-59

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Implementation of the ISO 9001: from QMS to business model

By Piskar Franka   Dolinsek Slavko  

Industrial Management & Data Systems, Vol. 106, Iss. 9, 2006-12 ,pp. : 1333-1343

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

ISO 9001 diffusion analysis according to activity sectors

By Llach Josep   Marimon Frederic   Bernardo Merce  

Industrial Management & Data Systems, Vol. 111, Iss. 2, 2011-03 ,pp. : 298-316

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Customer's loyalty and perception of ISO 9001 in online banking

By Yaya Luc Honore Petnji   Marimon Frederic   Casadesus Marti  

Industrial Management & Data Systems, Vol. 111, Iss. 8, 2011-08 ,pp. : 1194-1213

Emerald Group Publishing Ltd

Access to resources Recommend Favorite