Jianlan Zhong
Biographic Data
| ID | 6849506 |
|---|---|
| NAME | Jianlan Zhong |
| GIVEN NAMES | Jianlan |
| FAMILY NAME | Zhong |
| SIGNATURE | ZHONG J |
| AFFILIATIONS | Huaqiao University |
| ORCID | 0000-0003-1803-1174 |
| VERIFIED | Yes |
| TOTAL WORKS | 2 |
| TOTAL CITATIONS | 2 |
| WORKS AS AUTHOR | 2 |
| WORKS AS EDITOR | 0 |
| FIRST PUBLICATION YEAR | 2010 |
| LATEST PUBLICATION YEAR | 2025 |
| H-INDEX | 1 |
Smooth or sticky? An analysis of service variability
This study examines the impact of service variability on customer-perceived service quality across various stages of the customer experience journey. Through a behavioral experiment, the findings reveal that the overall perceived service quality is influenced by the interplay between the mean and variability of service quality. Positive variability can elevate service quality at specific phases, yet its impact is contingent on the average service…
China Hotel Quality Competitiveness Assessment
As stressed by Domingo (2002 Domingo, R. T. (2002). Global competitiveness through total quality. http://www.rtdonline.com/BMA/QM/9.html (Accessed: 7 February 2010). [Google Scholar], 4), “Global competitiveness starts with quality competitiveness and ends with quality competitiveness. We should become quality competitive, before we strive to be price competitive, cost competitive, or technologically competitive.” The competitiveness of enterpris…
China Hotel Quality Competitiveness Assessment
As stressed by Domingo (2002 Domingo, R. T. (2002). Global competitiveness through total quality. http://www.rtdonline.com/BMA/QM/9.html (Accessed: 7 February 2010). [Google Scholar], 4), “Global competitiveness starts with quality competitiveness and ends with quality competitiveness. We should become quality competitive, before we strive to be price competitive, cost competitive, or technologically competitive.” The competitiveness of enterpris…
China Hotel Quality Competitiveness Assessment
As stressed by Domingo (2002 Domingo, R. T. (2002). Global competitiveness through total quality. http://www.rtdonline.com/BMA/QM/9.html (Accessed: 7 February 2010). [Google Scholar], 4), “Global competitiveness starts with quality competitiveness and ends with quality competitiveness. We should become quality competitive, before we strive to be price competitive, cost competitive, or technologically competitive.” The competitiveness of enterpris…
Smooth or sticky? An analysis of service variability
This study examines the impact of service variability on customer-perceived service quality across various stages of the customer experience journey. Through a behavioral experiment, the findings reveal that the overall perceived service quality is influenced by the interplay between the mean and variability of service quality. Positive variability can elevate service quality at specific phases, yet its impact is contingent on the average service…
Computer Science (2 works) · Customer Service Quality and Loyalty (2 works) · Business (1 work) · China (1 work) · Competition (biology (1 work) · Competitive advantage (1 work) · Consumer Behavior in Brand Consumption and Identification (1 work) · Consumer Retail Behavior Studies (1 work) · Context (archaeology (1 work) · Global Trade and Competitiveness (1 work)