Taking the measure of service

Abstract

I should like to begin with an analogy, which was used originally by Alan Gilchrist in a paper on cost‐effectiveness some years ago. The analogy is repeated almost verbatim because it says precisely what I want to say, better than I could have said it myself.

Citation

Cronin, B. (1982), "Taking the measure of service", Aslib Proceedings, Vol. 34 No. 6, pp. 273-294. https://doi.org/10.1108/eb050848