Cronemyr, Peter; Bäckström, Ingela; Rönnbäck, Åsa - In: International Journal of Quality and Service Sciences 9 (2017) 3/4, pp. 498-518
Purpose Today’s organisations face the challenge of measuring the right things and then using those measurements as a starting point to work with improved quality. The failure to generate a shared value base is pointed out as one main cause for the inability to effectively apply quality...