Measuring performance of a service system – from organizations to customer-perceived performance

Harri Laihonen, Aki Jääskeläinen, Sanna Pekkola
  • Measuring Business Excellence, August 2014, Emerald
  • DOI: 10.1108/mbe-08-2013-0045

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http://dx.doi.org/10.1108/mbe-08-2013-0045

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