Which quality factors are crucial for high 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗽𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 🚀 in 𝗱𝗶𝗴𝗶𝘁𝗮𝗹, 𝗽𝗵𝘆𝘀𝗶𝗰𝗮𝗹 𝗮𝗻𝗱 𝗼𝗺𝗻𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝘀𝗲𝗿𝘃𝗶𝗰𝗲𝘀? 🤔 Check out this new open-access publication http://dx.doi.org/10.1108/IJQSS-06-2023-0077 in the International Journal of Quality and Service Sciences.

The findings 💡 of this study are clear: 𝗽𝗿𝗼𝗰𝗲𝘀𝘀 𝗾𝘂𝗮𝗹𝗶𝘁𝘆 stands out as the key factor. Particularly in omnichannel services, efficient and seamless processes play a decisive role.

#TIHPS #performance #quality #KPIs #omnichannel #servicequality

After years (!) of work, my research results have finally been published in the renowned journal 'Public Administration': https://doi.org/10.1111/padm.13038

#OpenAccess #Research #PublicAdministration #ServiceQuality #Omnichannel #TIHPS #Framework #Quality #MeasurementScale #Instrument