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Assessing and improving performance for a small contact centre
Wu, Lifang - In: International journal of services, economics and management 10 (2019) 2, pp. 126-145
Persistent link: https://www.econbiz.de/10012178922
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A framework for fostering the quality of HEIs : data collection, evaluation, indication and validation
Al-Hemyari, Zuhair A.; Al-Sarmi, Abdullah M. - In: International journal of quality and innovation 3 (2016) 1, pp. 42-66
Persistent link: https://www.econbiz.de/10012648717
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Understanding the relationship between effectiveness and outcome indicators to improve quality in healthcare
Cinaroglu, Songul; Baser, Onur - In: Total quality management & business excellence : an … 29 (2018) 11, pp. 1294-1311
Persistent link: https://www.econbiz.de/10011918971
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A framework to measure transit service quality areas to be managed
Barabino, Benedetto; Deiana, Eusebio; Mozzoni, Sara - In: International journal of productivity and quality … 16 (2015) 4, pp. 390-415
Persistent link: https://www.econbiz.de/10011458755
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The roles of quality departments and their influence on business results
Gremyr, Ida; Elg, Mattias; Hellström, Andreas; Martin, … - In: Total quality management & business excellence 32 (2021) 8, pp. 886-897
Persistent link: https://www.econbiz.de/10012513933
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"This call may be monitored" : performance management for service quality
Adler, Seymour; Nelson, Miriam T. - In: Customer service delivery : research and best practices, (pp. 225-263). 2006
Persistent link: https://www.econbiz.de/10003336370
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Service quality management applying the balanced scorecard : an exploratory study
Ratnasingam, Pauline - In: International journal of commerce and management 19 (2009) 2, pp. 127-136
Persistent link: https://www.econbiz.de/10003918753
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Quantitative models for service quality strategy implementation
Su, Ying; Peng, Jie; Jin, Zhanming - In: International journal of services technology and management 14 (2010) 2/3, pp. 163-187
Persistent link: https://www.econbiz.de/10003997669
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Using data envolpment analysis to assess effectiveness of the processes at the university with performance indicators of quality
Ramón, Nuria; Ruiz, José L.; Sirvent, Inmaculada - In: International journal of operations and quantitative … 16 (2010) 1, pp. 87-103
Persistent link: https://www.econbiz.de/10003983624