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Keywords: FLEXIBILITY
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Journal Articles
Journal of Service Theory and Practice (2016) 26 (6): 868–888.
Published: 14 November 2016
...Danilo Brozovic; Fredrik Nordin; Daniel Kindström Purpose The purpose of this paper is to analyze the subject-specific literature on service and flexibility and derive a conceptualization of the linkages between provider flexibility and customers’ value creation. Design/methodology/approach...
Journal Articles
Managing Service Quality: An International Journal (1991) 1 (3): 171–172.
Published: 01 March 1991
... COSTS FLEXIBILITY QUALITY MANAGEMENT SERVICE QUALITY Reporting to the owners DAVID HOWARD Managing service quality is the primary task oftop management. However, a recent survey shows that shareholders are not being informed of the cost of quality. What is top management's response...
