Dealing with productivity and quality indicators in a service environment: some field experiences

Author： Van Looy Bart   Gemmel Paul   Desmet Steven   Van Dierdonck Roland   Serneels Steven  

Publisher： Emerald Group Publishing Ltd

ISSN： 0956-4233

Source： International Journal of Service Industry Management, Vol.9, Iss.4, 1998-04, pp. : 359-376

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