... Quality management Collaboration Customer orientation Health-care service quality Internal markets Interaction and co-creation between health-care professionals and the patients are a growing interest in health care. Many actors have common interests in increasing the value for patients...

...-use rights only The purpose of this study is to examine the mediating role customer orientation plays in the relationship between service employees’ personality and their perceived experiences of customer incivility. Service workers from a variety of industries were recruited from...

... of customers' requirement prioritisation. Originality/value By calculating the weighted relevance of customer requirements directly from the results of a Kano project, the new method allows to optimize the customer orientation within the companies. In order to carry out a Kano investigation in the form...

... understandable results, they have belittled the peculiarities of higher education, which cannot easily be put up with commercial models. Thus, I suspect the results obtained by these researches to be distorted and to draw misleading conclusions. Market orientation Higher education Customer orientation...