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Dienstleistungsproduktivität : Mit mobilen Assistenzsystemen zum Unternehmenserfolg
State-of-the-Art der Produktivitätsmessung und -gestaltung im Technischen Kundendienst
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Most cited references23
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Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services
Eugene Anderson, Claes Fornell, Roland T. Rust (1997)
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Service productivity
Katri Ojasalo, Christian Grönroos (2004)
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Service productivity
Robert Johnston, Peter Jones (2004)