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Purpose: The purpose of this paper is to conceptualise customer-oriented product returns service (COPRS) performance, and develop and validate its measure. Design/methodology/approach: This study uses qualitative consumer interviews and a quantitative survey to conceptualise, operationalise and...
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Purpose: This study aims to develop and empirically test the balanced scorecard for public schools in Thailand. Design/methodology/approach: Data were obtained from 3,351 public schools in Thailand. Structural equation modelling was used as a statistical tool to analyse the data. Findings: The...
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