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A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement by Praveen Gupta, Rajesh K. Tyagi

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Bibliography

[bib01_001] Adams, Chris, and Andy Neely. “The Performance Prism to Boost M&A Success.” Measuring Business Excellence 3 (2000): 19–23.

[bib01_002] Becker, Brian E., and Mark A. Huselid. The HR Scorecard: Linking People, Strategy, and Performance. Harvard Business School Press (2001).

[bib01_003] Blattberg, Robert C., Gary Getz, and Jacquelyn S. Thomas. Customer Equity: Building and Managing Relationships as Valuable Assets. Harvard Business School Press (2001).

[bib01_004] Brignall, Stan, and Joan Ballantine. “Performance Measurement in Service Businesses Revisited.” International Journal of Service Industry Management 1 (1996): 6–31.

[bib01_005] Curkovic, Sime, Steve Melnyk, Roger Calantone, and Robert Handfield. “Validating the Malcolm ...

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