Importance-performance Analysis Applied to a Laboratory Supplies and Equipment Company
With this study, we intended to implement a management tool to assess the degree of importance and performance of the Critical Success Factors (CSF), from the customers' perspective. For this purpose, it was used the Importance vs. Performance Matrix proposed by Martilla and James [1]. This all...
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| Format: | conferenceObject |
| Language: | eng |
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2018
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| Online Access: | http://hdl.handle.net/10198/15403 |
| Country: | Portugal |
| Oai: | oai:bibliotecadigital.ipb.pt:10198/15403 |