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Publisher: Emerald Group Publishing Limited

Volume 14, Number 5, 1994

Lead-time Models of Business Processes
pp. 5-20(16)
Authors: Bartezzaghi, Emilio; Spina, Gianluca; Verganti, Roberto

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Understanding the Roles of the Customer and the Operation for Better Queue Management
pp. 21-34(14)
Authors: Davis, Mark M; Heineke, Janelle

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Performance Measurement in Local Government - Concept and Practice
pp. 35-51(17)
Authors: Ghobadian, Abby; Ashworth, John

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Improving Service: Managing Response Time in Hospitality Operations
pp. 52-58(7)
Authors: Jones, Peter; Dent, Michael

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Automation in a Customer Contact Environment
pp. 86-100(15)
Authors: Walley, Paul; Amin, Viresh

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