Quantifying service quality

Service quality is typically measured using Key Performance Indicators (KPIs), defined in a Service Level Agreement (SLA). Not exactly an approach destined to explore the depth and breadth of the human emotional experience, is it? …

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Let’s try that again

My website has always been an experiment (that’s my excuse anyway), and over time it’s been a shop front for my consulting company, generated enough affiliate income to pay for my hosting and been a …

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