Mackelprang, Alan W.; Jayaram, Jayanth; Xu, Kefeng - In: International Journal of Production Economics 138 (2012) 1, pp. 183-194
management techniques, on service system performance. To further explicate these relationships and to provide more specific … generic service settings, quality management related training has a larger positive impact on service system performance than … found to have a larger impact on service system performance, while in “Mass Service” settings quality management training …