Performance journey mapping : a service performance assessment framework
Year of publication: |
2015
|
---|---|
Authors: | Höber, Angelika ; Pergler, Elisabeth ; Wild-Weitlaner, Doris ; Grahsl, Hans-Peter |
Published in: |
The TQM journal : the international review of organizational improvement. - Bingley : Emerald Group Publishing Limited, ISSN 1754-2731, ZDB-ID 2409387-7. - Vol. 27.2015, 2, p. 231-246
|
Subject: | Performance measurement | Evaluation | Technology Acceptance Model | Method triangulation | Service performance assessment | Theory-driven development | Performance-Messung | Dienstleistungsqualität | Service quality | Performance-Management | Performance management | Innovationsakzeptanz | Innovation adoption |
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