A framework for a customer approach to performance measurement in a service context
Juhani Ukko and Sanna Pekkola (School of Industrial Engineering and Management, Lahti School of Innovation, Finland)
| Year of publication: |
2015
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|---|---|
| Authors: | Ukko, Juhani ; Pekkola, Sanna |
| Published in: |
International journal of services and operations management. - Olney : Inderscience, ISSN 1744-2370, ZDB-ID 2186492-5. - Vol. 22.2015, 2, p. 210-220
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| Subject: | service | service operations | customer | performance meansurement | performance management | measurement | performance | framework | Performance-Messung | Performance measurement | Performance-Management | Performance management | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsmanagement | Service management | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011522569