Applying the DIN SPEC 77224 "Achieving customer delight through service excellence" as a benchmark for the effectiveness and efficiency of service companies

Gouthier, MatthiasMatthiasGouthierGanz, WalterWalterGanzBartl, ChristopherChristopherBartlGiese, AndreasAndreasGiese2022-03-112022-03-112011https://publica.fraunhofer.de/handle/publica/372498enApplying the DIN SPEC 77224 "Achieving customer delight through service excellence" as a benchmark for the effectiveness and efficiency of service companiesconference paper