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An integrated approach between Lean and customer feedback tools: An empirical study in the public sector
Di Pietro, Laura; Mugion, Roberta Guglielmetti; Renzi, … - In: Total quality management & business excellence : an … 24 (2013) 7, pp. 899-917
Persistent link: https://www.econbiz.de/10010142509
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Statistical techniques for continuous improvement: a citizen's satisfaction survey
Cappelli, Lucio; Guglielmetti, Roberta; Mattia, Giovanni; … - In: The TQM journal : the international review of … 22 (2010) 3, pp. 267-285
Persistent link: https://www.econbiz.de/10008406705
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Testing a customer satisfaction model for online services
Cappelli, Lucio; Guglielmetti, Roberta; Mattia, Giovanni; … - In: International journal of quality and service sciences 3 (2011) 1, pp. 69-92
Persistent link: https://www.econbiz.de/10009890281
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Peer evaluation to develop benchmarking in the public sector
Cappelli, Lucio; Guglielmetti, Roberta; Mattia, Giovanni; … - In: Benchmarking : an international journal ; BIJ 18 (2011) 4, pp. 490-510
Persistent link: https://www.econbiz.de/10009178554
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Customer satisfaction and statistical techniques for the implementation of benchmarking in the public sector
Mugion, Roberta Guglielmetti; Musella, Flaminia - In: Total quality management & business excellence : an … 24 (2013) 5, pp. 619-640
Persistent link: https://www.econbiz.de/10010123029