Roar Grønhaug, Eleazer Martin, Per-Åge Bæra. Process improvement: one size fits all? segmenting customer base for maximum returns. In Stephen E. Chick, Paul J. Sanchez, David M. Ferrin, Douglas J. Morrice, editors, Proceedings of the 35th Winter Simulation Conference: Driving Innovation, New Orleans, Louisiana, USA, December 7-10, 2003. pages 1848-1851, ACM, 2003. [doi]
Abstract is missing.