Steven Desmet 1 – 1 of 1 publication Show 20 5 10 15 20 50 100 250 Sort by year (new to old) Actions Filter publications Download search results Subscribe to news feed Add to list Book Chapter Benchmarking best practices in a multi-site service environment Steven Desmet, Paul Gemmel (UGent) and Bart Van Looy (2000) Pursuing service excellence : practices and insights. p.275-284