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Volume 2 Issue 3

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Volume 2 Issue 3

Articles for this Issue

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Origins of the Balanced Scorecard The following extract from Kaplan and Norton’s seminal book on...
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Traidcraft began in a warehouse in central Newcastle with a hand-drawn catalogue featuring a small...
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We all have a strong intuitive grasp of cause and effect and an ability to spot patterns, and we...
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1. Interval versus ordinal scales It is not unusual in satisfaction research to see simple verbal...
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Ask a Harley-Davidson senior executive what they sell and you'll get the answer. And it's not...
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With 13,000 employees and total annual premiums of almost £8 billion, Norwich Union Insurance is...
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Book coverIf a picture is worth a thousand words, how many should a chart be worth? A good one can...
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Providing excellent Customer ServicePeel back the layers and you will discover that at the heart of...
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...and other surprises from the European Conference on Customer Management, 2005.Phil Dourado...
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