Arash Shahin, Hadi Balouei Jamkhaneh, Sayedeh Zahra Hosseini Cheryani
– The major aim of this investigation is to propose a novel approach for evaluating the implementation of the European Quality Award, i.e. the model of European Foundation for Quality Management (EFQM).
– The EFQM model includes both enablers and results, while in the service quality gaps model, only the gaps between the organization and customer are studied. In this paper, a new approa…
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