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A validation Study of House of Quality key performance indicators<br />

Fenema, P.C. van (2002). Coordination and Control of globally distributed software projects, <strong>Erasmus</strong><br />

Research Institute of Management (<strong>ERIM</strong>), Ph D. Research in Management series Vol. 19, <strong>Rotterdam</strong>;<br />

<strong>Rotterdam</strong> School of Management <strong>Rotterdam</strong> <strong>Erasmus</strong> Univerity.<br />

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Mind over Matter. Paper presented at the EGOS 2003 conference, Copenhagen, Denmark.<br />

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Conference, at the 55th Congress of the International Association of Scientific Experts in Tourism,<br />

Brainerd, USA, August 27th –September 1st, in cooperation with the University of Minnesota.<br />

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e-Banking Case, Managing Service Quality, Vol. 14, No. 4, pp. 317-330.<br />

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Gravendijk, R. ‘s (2007). Improving service performance of capital goods suppliers to the<br />

pharmaceutical Industry; a systems approach to service portfolio innovation. RSM <strong>Erasmus</strong><br />

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