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Return on Quality: Measuring the Financial Impact of Your Company's Quest for Quality
Rust, Roland T.; Zahorik, Anthony J.; Keiningham, Timothy L. - In: Interfaces : the INFORMS journal on the practice of … 24 (1994) 6, pp. 120
Persistent link: https://www.econbiz.de/10006343505
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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
Rust, Roland T.; Keiningham, Timothy; Clemens, Stephen; … - In: Interfaces : the INFORMS journal on the practice of … 29 (1999) 2, pp. 62-72
Persistent link: https://www.econbiz.de/10006298396