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HBOK 1-046

Title A Framework to Evaluate Service Operations: Dynamic Service-Profit Chain
Author(s) Kalyan Sunder Pasupathy and Konstantinos P. Triantis
Source Quality Management Journal
Topic Qualities of Customer-Focused Organizations
Abstract Organizational managers must make operational investment decisions that have an impact on the firm’s bottom line, yet not all such decision are evaluated for their impact. A dynamic model based on the service-profit chain is proposed to evaluate the impact of investments made in operational attributes on market penetration of the organization over time. Applicability of the model is demonstrated by identifying dimensions and observed variables that are measurable.
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Link for .PDF http://asq.org/quality-management/2007/07/customer-satisfaction-and-value/framework-to-evaluate-service-operations.pdf
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Reference Code 1-046

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