..., and efforts placed on customer satisfaction and loyalty are more evident. Design/methodology/approach A survey based on the European Customer Satisfaction Index (ECSI) model was applied to a retail store in Portugal. This model has its roots in Switzerland, where in 1989, Claes Fornell developed a new...

... Portugal Surveys Integrated management systems A great deal of papers was published in the last 15 years focused on the MSs integration phenomenon and a remarkable percentage of them were supported on a survey research methodology either by internet or other means. This methodology, like case...

... management systems Education Vocational education Vocational training Impacts Success factors Portugal In response to globalisation and increased customer expectations, many organisations around the globe have been implementing quality management systems (QMS) under the ISO 9001 standard...

... will try to get additional insights to the following research issues: ISO 9001 Certification Economic performance Quality management Portugal A number of studies have been carried out that try to relate the impact of quality management practices over organizational performance. The majority...

... better performance on other web quality factors, which will be converted into an increase in the use of the taxation web site. © Emerald Group Publishing Limited 2011 Web sites Service quality factors Taxation Portugal Customer services quality A common trend in recent studies...