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Keywords: Performance measurement (quality)
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Journal Articles
The relationships between operations strategies and operations activities in service context
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (2008) 19 (4): 506–520.
Published: 08 August 2008
...@buseco.monash.edu.au © Emerald Group Publishing Limited 2008 Australia Service operations Performance measurement (quality) Operations management Service operations managers have a diverse set of decision variables upon which they can focus their organisations efforts en route to achieving...
Journal Articles
The consumer as “transient employee”: Consumer satisfaction through the lens of job‐performance models
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (2003) 14 (4): 420–435.
Published: 01 October 2003
... participation. Managerial recommendations are developed and presented on the basis of these arguments. © MCB UP Limited 2003 Consumer satisfaction Services Job satisfaction Human resource management Performance measurement (quality) The role of a consumer in a service exchange has been...
