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Keywords: Delphi technique
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Journal Articles
A holistic framework to embed good company practice for customer retention
Available to Purchase
Journal:
The TQM Journal
The TQM Journal (2017) 29 (2): 257–275.
Published: 13 March 2017
... of culture, continuous improvement (CI) and customer service. Design/methodology/approach The Delphi technique, using three rounds of hour long in-depth semi-structured interviews at director level across a range of industries. This was done with nine directors, totalling over 30 hours of data requiring...
