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Keywords: House of quality
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Journal Articles
Managing Service Quality: An International Journal (2000) 10 (3): 156–170.
Published: 01 June 2000
... Engineering Laboratory (MEL) of City University of Hong Kong. Incorporating the findings of the study, this paper sets forth the identification of the voice of customers (VOC), the building of a house of quality (HOQ), and the deployment of organizational strategies. Besides, a generic 13‐step guideline...
