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Volumn 23, Issue 11-12, 2003, Pages 1401-1421

Service operations strategy, flexibility and performance in engineering consulting firms

Author keywords

Flexibility; Industrial performance; Service operations; Spain

Indexed keywords


EID: 0346970719     PISSN: 01443577     EISSN: None     Source Type: Journal    
DOI: 10.1108/01443570310501907     Document Type: Article
Times cited : (88)

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