ARTICLES - Return on Quality at Chase Manhattan Bank - The return-on-quality model seems useful for estimating the financial return from efforts to improve service
| Year of publication: |
1999
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| Authors: | Rust, Roland T. ; Keiningham, Timothy ; Clemens, Stephen ; Zahorik, Anthony |
| Published in: |
Interfaces : the INFORMS journal on the practice of operations research. - Linthicum, Md : INFORMS, ISSN 0092-2102, ZDB-ID 1207854. - Vol. 29.1999, 2, p. 62-72
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