A contingency approach to performance measurement in service operations

Aki Jääskeläinen, Harri Laihonen, Antti Lönnqvist, Miikka Palvalin, Virpi Sillanpää, Sanna Pekkola, Juhani Ukko
  • Measuring Business Excellence, March 2012, Emerald
  • DOI: 10.1108/13683041211204662

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