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1. Explain the link between productivity and quality?
2. Who do van Biema and Greenwald (1997) and Drucker (1991) suggest are responsible for the slow growth in service sector productivity?
3. What is the difference between performance and productivity measurement?
Heterogeneity and Intangibility of Service Products Heterogeneity Service may be variable, difficult to standardise. Intangibility of service products Not ea
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