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Keywords: Service system
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Journal Articles
Measuring performance of a service system – from organizations to customer-perceived performance
Available to Purchase
Journal:
Measuring Business Excellence
Measuring Business Excellence (2014) 18 (3): 73–86.
Published: 12 August 2014
... systems, but solutions for measuring the performance of a service system are still lacking. Design/methodology/approach – The paper constructs a conceptual framework for capturing performance of a service system by combining ideas from the service management and performance measurement literatures...
