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The key unifying conceptual tool of this important entry in the study of efficiency and productivity is the directional distance function. In New Directions the authors take up this new performance measure while also maintaining their "traditional" axiomatic production theoretic…
The authors list the five factors that most directly influence customer perceptions: the operational essence of the enterprise, the nature of its offerings, the effects of the organization's heritage, its sense of purpose and its demonstrable body of values.