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Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services

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  • Gronroos, Christian
  • Ojasalo, Katri

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  • Gronroos, Christian & Ojasalo, Katri, 2004. "Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services," Journal of Business Research, Elsevier, vol. 57(4), pages 414-423, April.
    • Handle: RePEc:eee:jbrese:v:57:y:2004:i:4:p:414-423
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    References listed on IDEAS

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    1. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
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