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Keywords: Service metrics
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Journal Articles
Customer perception measures driving financial performance: theoretical and empirical work for a large decentralized banking group
Available to Purchase
Journal:
Measuring Business Excellence
Measuring Business Excellence (2017) 21 (3): 239–249.
Published: 21 August 2017
... been used (for detailed explanations see the respective parts of the project). Customer satisfaction Decentralized management Non-financial performance monitoring Service metrics The purpose of the studies reported in this paper is to assess the usefulness and efficiency of customer...
