“Hardwiring” an organization’s service performance

Managing Service Quality: An International Journal

Volumn 13, Issue 1, 2003, Pages 6-9

  Schlesinger, Leonard A ^a  

^a Limited Brands   (United States)

Author keywords

Performance measurement; Service quality; Value

Indexed keywords

EID: 84986031755     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520310456663     Document Type: Article

References (1)

1. Heskett, J.L., Sasser, W.E. and Schlesinger, L.A. (2003), The Value for Profit Chain, Free Press, New York, NY.