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Keywords: Deep indicators
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Journal Articles
Notes from the search for deep indicators in services
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2014) 25 (3): 298–309.
Published: 10 June 2014
...James L. Heskett Purpose – The purpose of this paper is to provide a retrospective look at the search for deep indicators that explain service performance as well as an illustrative example of this kind of work. Design/methodology/approach – The work described involved constructing...
