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Internal Customer Satisfaction Improvement with QFD Technique
(Emerald Group Publishing Limited, 2016)
Purpose - The purpose of this paper is to employ quality function deployment (QFD) method for translating internal customer needs and expectations into appropriate service specifications to perform existing process assessments ...
Developing a measure for "connectorship" as a component of engaged leadership
(Emerald Group Publishing Ltd, 2016)
Purpose - The purpose of this paper is to report the findings of a mixed methods study that explored how active community engaged and connected managers were in their local and broader communities (engaged leadership, EL). ...