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Dharamdass, Surya and Fernando, Yudi (2018) Contact Centre Service Excellence: A Proposed Conceptual Framework. International Journal of Services and Operations Management, 29 (1). pp. 18-41. ISSN 1744-2389. (Published)
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Nawanir, Gusman and Fernando, Yudi and Lim, Kong Teong (2021) The complementarity of lean manufacturing practices with importance-performance analysis: how does it leverage inventory performance? International Journal of Services and Operations Management, 39 (2). pp. 212-234. ISSN 1744-2389. (Published)