Service quality monitoring by performance indicators : a proposal for a structured methodology
Year of publication: |
2009
|
---|---|
Authors: | Franceschini, Fiorenzo ; Galetto, Maurizio ; Turina, Elisa |
Published in: |
International journal of services and operations management. - Olney : Inderscience, ISSN 1744-2370, ZDB-ID 2186492-5. - Vol. 5.2009, 2, p. 251-273
|
Subject: | Dienstleistungsqualität | Service quality | Performance-Messung | Performance measurement | Betriebliche Kennzahl | Financial ratio |
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