A contingency approach to performance measurement in service operations

Author： Jääskeläinen Aki   Laihonen Harri   Lönnqvist Antti   Palvalin Miikka   Sillanpää Virpi   Pekkola Sanna   Ukko Juhani  

Publisher： Emerald Group Publishing Ltd

ISSN： 1368-3047

Source： Measuring Business Excellence, Vol.16, Iss.1, 2012-03, pp. : 43-52

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