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Journal Articles

The effects of historical satisfaction, provided services characteristics and website dimensions on encounter overall satisfaction: A travel industry case study

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Tiziana Laureti, Michela Piccarozzi, Barbara Aquilani
Journal: The TQM Journal
The TQM Journal (2018) 30 (3): 197–216.
https://doi.org/10.1108/TQM-07-2017-0080
Published: 10 April 2018
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Journal Articles

A systematic literature review on total quality management critical success factors and the identification of new avenues of research

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Barbara Aquilani, Cecilia Silvestri, Alessandro Ruggieri, Corrado Gatti
Journal: The TQM Journal
The TQM Journal (2017) 29 (1): 184–213.
https://doi.org/10.1108/TQM-01-2016-0003
Published: 09 January 2017
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Journal Articles

Service quality and customer satisfaction in thermal tourism

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Cecilia Silvestri, Barbara Aquilani, Alessandro Ruggieri
Journal: The TQM Journal
The TQM Journal (2017) 29 (1): 55–81.
https://doi.org/10.1108/TQM-06-2015-0089
Published: 09 January 2017
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