| 851692 |
The role of technology and quality on hospital financial performance: An exploratory analysis
Ling X. Li, David A. Collier
(pp. 202-224)
Keywords:
Financial performance,
Hospitals,
Technology
ArticleType: Research paper
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(186 KB)
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| 851693 |
Business process management: Exploring social capital within processes
Nick Llewellyn, Colin Armistead
(pp. 225-243)
Keywords:
Business process management,
Processes,
Service delivery,
Service industry
ArticleType: Research paper
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(180 KB)
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| 851694 |
Applying the service profit chain in a retail environment: Challenging the “satisfaction mirror”
Rhian Silvestro, Stuart Cross
(pp. 244-268)
Keywords:
Business performance,
Customer loyalty,
Customer satisfaction,
Profitability,
Retailing
ArticleType: Research paper
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(269 KB)
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| 851695 |
Barriers to customer-oriented management accounting in financial services
Jørn Flohr Nielsen, Per Nikolaj D. Bukh, Niels Peter Mols
(pp. 269-286)
Keywords:
Customer orientation,
Financial services,
Management accounting
ArticleType: Research paper
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(123 KB)
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| 851696 |
Multiple roles of consumption emotions in post-purchase satisfaction with extended service transactions
Laurette Dubé, Kalyani Menon
(pp. 287-304)
Keywords:
Consumer behaviour,
Customer care,
Customer satisfaction,
Service levels
ArticleType: Conceptual Paper
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(128 KB)
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