Modelling the relationships between process quality errors and overall service process performance

@article{Collier1995ModellingTR,
  title={Modelling the relationships between process quality errors and overall service process performance},
  author={D. Collier},
  journal={International Journal of Service Industry Management},
  year={1995},
  volume={6},
  pages={4-19}
}
  • D. Collier
  • Published 1995
  • Business
  • International Journal of Service Industry Management
Describes research which continues the quest to model performance using structural equation models. The objective is to provide meaningful and substantively interpretable predictions of process performance using structural equation modelling. Develops structural equation models which clearly define the performance relationships for a backroom bank card remittance process using criteria such as process quality errors, employee turnover rates, labour productivity, on‐time delivery, and unit cost… Expand
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  • 2012
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