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Reflective practice as a determinant of performance outcomes in services
Saunila, Minna; Ukko, Juhani - In: International journal of quality and service sciences 7 (2015) 4, pp. 392-403
Persistent link: https://www.econbiz.de/10011448202
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Performance measurement approach to show the value for the customer in an industrial service network
Ukko, Juhani; Pekkola, Sanna; Saunila, Minna; Rantala, Tero - In: International journal of business performance management 16 (2015) 2/3, pp. 214-229
Persistent link: https://www.econbiz.de/10011317292
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Enhancing customer satisfaction, personnel satisfaction and company reputation with total quality management : combining traditional and new views
Lepistö, Kari; Saunila, Minna; Ukko, Juhani - In: Benchmarking : an international journal 31 (2024) 1, pp. 75-97
Persistent link: https://www.econbiz.de/10014502869
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A framework for a customer approach to performance measurement in a service context
Ukko, Juhani; Pekkola, Sanna - In: International journal of services and operations management 22 (2015) 2, pp. 210-220
Persistent link: https://www.econbiz.de/10011522569
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Customer-centered measurement of service operations: a B2B case study
Ukko, Juhani; Pekkola, Sanni - In: Operations management research : OMR ; advancing … 9 (2016) 1/2, pp. 11-21
Persistent link: https://www.econbiz.de/10011738839
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Exploring added value through the service process : a comparative multiple case study
Pekkola, Sanna; Ukko, Juhani - In: Benchmarking : an international journal ; BIJ 23 (2016) 5, pp. 1249-1263
Persistent link: https://www.econbiz.de/10011571812