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Hill, Alex and Cuthbertson, Richard and Laker, B. and Brown, Steve (2017) Service fitness ladders: improving business performance in low cost and differentiated markets. International Journal of Operations & Production Management, 37 (10). pp. 1266-1303. ISSN 0144-3577. (doi:https://doi.org/10.1108/IJOPM-03-2016-0142) (Full text available)

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