... of each of these models can be summarised as follows: © Emerald Group Publishing Limited 2010 Rail transport Switzerland Value chain Customer orientation Critical success factors Service delivery Customers of public‐transport systems have traditionally been considered as passive...

... Critical success factors Quality assurance Small to medium‐sized enterprises Among the many critical success factors and barriers noted above, the motivations for certification have been identified in the literature as being of particular importance to successful implementation. Gotzamani et...

... organization have the opportunity to delight customers by providing high levels of quality on these attributes. © Emerald Group Publishing Limited 2008 Customer services quality Customer satisfaction Critical success factors Supplier relations Expectation For over two decades...

... be done in expanding the knowledge base on the discussed themes in different types of service industries. Practical implications The article provides a theoretical framework consisting mainly of critical success factors, critical to quality characteristics, and key performance indicators as management...