7. How would the balanced performance scorecard help us understand and document the information presented in this
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7. How would the balanced performance scorecard help us understand and document the information presented in this chapter? Which of the five sections that discuss different aspects of the relationship between service quality and profits can it illuminate?
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Related Book For 
Services Marketing Integrating Customer Focus Across The Firm
ISBN: 9780078112102
7th Edition
Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler
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