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Emerald Group Publishing Ltd

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Enhancing service quality improvement strategies by integrating Kano's model with importance-performance analysis

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International Journal of Services Technology and Management, Vol. 16, Iss. 1, 2011-08 ,pp. : 28-48

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A case study of applying importance-performance analysis in orthopedic department to evaluate service quality

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International Journal of Management and Decision Making, Vol. 12, Iss. 1, 2012-12 ,pp. : 50-68

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Rejuvenating importance-performance analysis

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Enhancing importance-performance analysis

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