Customer Value Discovery for the not-for-profit sector

MCKNIGHT, S. and AUSTIN, K., 2008. Customer Value Discovery for the not-for-profit sector. Research report for external body. UNSPECIFIED.

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Abstract

Purpose of this paper: To raise awareness of the Customer Value Discovery methodology that is used to identify customer perceptions of service excellence. The methodology has been extensively used in the commercial sector, but not widely used in not-for-profit service organisations. Potential modifications to the methodology are suggested to improve take-up and reduce the cost for not-for-profit organisations, especially library services

Item Type: Research report for external body
Creators: McKnight, S. and Austin, K.
Date: 2008
Divisions: Professional Services > Libraries and Learning Resources
Depositing User: EPrints Services
Date Added: 09 Oct 2015 10:37
Last Modified: 19 Oct 2015 14:34
URI: http://irep.ntu.ac.uk/id/eprint/15805

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