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Keywords: Service excellence
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Journal Articles
Benchmarking: An International Journal (2018) 25 (2): 471–488.
Published: 05 March 2018
... method using SFA and TOPSIS (ERM-ST) specifically in the banking sector where service excellence is of prime importance for business growth. Design/methodology/approach The proposed approach ERM-ST measures the performance of a DMU in the SFA framework by considering multiple outputs and multiple...
