Behara, Ravi S.; Lemmink, Jos G.A.M. - In: International Journal of Quality & Reliability Management 14 (1997) 5, pp. 512-526
, customer satisfaction and retention, and profitability. Benchmarking is a process for measuring a firm’s performance against … the best‐in‐class, and using such an analysis to meet or exceed the best‐in‐class performance. Develops a benchmarking … this method is demonstrated through its use in competitive and internal benchmarking of equipment field services in the …