Asserts that any benchmarking activity to improve service performance must develop a combined external and internal perspective. Offers advice on benchmarking techniques, useful measurement approaches and how they can be used effectively.
Brooks, R. and Wragg, T. (1993), "Benchmark for the Best Business", Managing Service Quality: An International Journal, Vol. 3 No. 6, pp. 13-16. https://doi.org/10.1108/EUM0000000003198Download as .RIS
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