Complex service recovery processes: how to avoid triple deviation

Bo Edvardsson, Bård Tronvoll, Ritva Höykinpuro

Research output: Contribution to journal › Article › Scientific › peer-review

24 Citations (Scopus)

Original language	English
Peer-reviewed scientific journal	Managing Service Quality
Volume	21
Issue number	4
Pages (from-to)	331-349
Number of pages	19
ISSN	0960-4529
DOIs	https://doi.org/10.1108/09604521111146234
Publication status	Published - 2011
MoE publication type	A1 Journal article - refereed

Keywords

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