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Service quality monitoring by performance indicators : a proposal for a structured methodology
Franceschini, Fiorenzo; Galetto, Maurizio; Turina, Elisa - In: International journal of services and operations management 5 (2009) 2, pp. 251-273
Persistent link: https://www.econbiz.de/10009868820
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Classification of performance and quality indicators in manufacturing
Franceschini, Fiorenzo; Galetto, Maurizio; Maisano, Domenico - In: International journal of services and operations management 2 (2006) 3, pp. 294-311
Persistent link: https://www.econbiz.de/10007287136
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Service quality monitoring by performance indicators : a proposal for a structured methodology
Franceschini, Fiorenzo; Galetto, Maurizio; Turina, Elisa - In: International journal of services and operations management 5 (2009) 2, pp. 251-273
Persistent link: https://www.econbiz.de/10003826668
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Service gap deployment : a framework to link quality gaps to service activities
Franceschini, Fiorenzo; Mastrogiacomo, Luca - In: International journal of services and operations management 29 (2018) 1, pp. 85-99
Persistent link: https://www.econbiz.de/10011849897