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Keywords: Experienced customer
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Journal Articles
Benchmarking: An International Journal (2013) 20 (3): 377–395.
Published: 24 May 2013
... of this paper is to propose a dynamic customer‐driven benchmarking approach that captures changes in customer perceptions and expectations and subsequent changes in service standards set by experienced customers as best practice. Design/methodology/approach This paper is based on examining the current...
