Complex service recovery processes: how to avoid triple deviation
| Year of publication: |
2011
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|---|---|
| Authors: | Edvardsson, Bo ; Tronvoll, Bård ; Höykinpuro, Ritva |
| Published in: |
Managing service quality : MSQ ; an international journal. - Bingley : Emerald, ISSN 0960-4529, ZDB-ID 12163971. - Vol. 21.2011, 4 (12.7.), p. 331-350
|