Identifying opportunities for improvement in online shopping sites

von Tontini, Gerson
Veröffentlicht in Journal of retailing and consumer services (2016)

Improvement gap analysis

von Tontini, Gérson
Veröffentlicht in Managing service quality (2010)

Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model

von Tontini, Gerson
Veröffentlicht in International journal of quality & reliability management (2014)

Developing an instrument to measure lean manufacturing maturity and its relationship with operational performance

von Bento, Graziela dos Santos
Veröffentlicht in Total quality management & business excellence (2018)

Nonlinear antecedents of customer satisfaction and loyalty in third-party logistics services (3PL)

von Tontini, Gerson
Veröffentlicht in Asia Pacific journal of marketing and logistics (2017)

Which incremental innovations should we offer? : comparing importance-performance analysis with improvement-gaps analysis

von Tontini, Gerson
Veröffentlicht in Total quality management & business excellence (2014)

How do interactions of Kano model attributes affect customer satisfaction? : an analysis based on psychological foundations

von Tontini, Gerson
Veröffentlicht in Total quality management & business excellence (2013)

Maturity model of procurement and supply management in small and medium-size enterprises : a benchmarking of hospitals and metal-mechanic companies

von Tontini, Gérson
Veröffentlicht in International journal of quality and service sciences (2016)

Exploring the nonlinear impact of critical incidents on customers' general evaluation of hospitality services

von Tontini, Gérson
Veröffentlicht in International journal of hospitality management (2017)

Nonlinear impact of online retail characteristics on customer satisfaction and loyalty

Veröffentlicht in International journal of quality and service sciences (2015)