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Keywords: Excellence Grid
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Journal Articles
International Journal of Quality & Reliability Management (2017) 34 (8): 1209–1228.
Published: 04 September 2017
...Sheila Roy; Indrajit Mukherjee Purpose The purpose of this paper is to develop a tool, “The Excellence Grid,” to categorize attributes on the basis of their ability to impact customer perception of “excellence” in service compared to perception of “good” service. In addition, provide a three...
