Regional bias when benchmarking services using customer satisfaction scores
(2019)
Journal Article
Brint, A., & Fry, J. (2021). Regional bias when benchmarking services using customer satisfaction scores. Total quality management & business excellence, 32(3-4), 344-358. https://doi.org/10.1080/14783363.2019.1568867
Regional monopoly service organisations such as electricity, gas and water distributors, health trusts, public transport, and local government are subject to regulatory oversight. A common element in this is benchmarking an organisation against simil... Read More about Regional bias when benchmarking services using customer satisfaction scores.