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Keywords: Theory-driven development
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Journal Articles
Performance journey mapping: a service performance assessment framework
Available to Purchase
Journal:
The TQM Journal
The TQM Journal (2015) 27 (2): 231–246.
Published: 09 March 2015
... is the theory-driven development of the performance measurement framework and its corresponding tools. The application of this approach resulted in accepted tools and improvements of the motivational power of performance goals. This is important to overcome the current gap between research results and practical...
