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1- Bank, John, "The essence of total quality management, 2 edition, Pearson
Education Limited, Edinburgh Gate, Harlow, 2000.
2Simpson, Mike, Kondouli, Dimitra, "A practical approach to
benchmarking in three Service Industries", Total Quality Management,
Volume 11, Issue 4-6, Abingdon, July 2000.
3Yeh, Carol, and Lin Yun, "The Essence of Empowerment: A Conceptual
Model and Case Illustration", Journal of Applied Management Studies,
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nd

- 234 -