What is it about?
The paper examines how service-based organisations establish and sustain incremental performance improvement. It is based on a longitudinal study that draws a comparison between two departments within a leading financial service provider.
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This page is a summary of: Modeling continuous improvement evolution in the service sector, International Journal of Quality and Service Sciences, September 2016, Emerald,
DOI: 10.1108/ijqss-07-2016-0052.
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