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Performance, Processes and Costs: Managing Service Quality with the Balanced Scorecard

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Title: Performance, Processes and Costs: Managing Service Quality with the Balanced Scorecard
Author(s): Poll, Roswitha
Subject(s): Libraries User satisfaction. Libraries Evaluation. Libraries Quality control. Libraries Standards.
Issue Date: 2001
Publisher: Graduate School of Library and Information Science. University of Illinois at Urbana-Champaign
Citation Info: In Library Trends 49 (4) 2001: Measuring Service Quality: 709-717
Genre: Article
Type: Text
Language: English
URI: http://hdl.handle.net/2142/8367
ISSN: 0024-2594
Publication Status: published or submitted for publication
Rights Information: Copyright 2001 Board of Trustees University of Illinois.
Date Available in IDEALS: 2008-05-22
 

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