Complex service recovery processes: how to avoid triple deviation

Bo Edvardsson, Bård Tronvoll, Ritva Höykinpuro

Research output: Contribution to journalArticleScientificpeer-review

23 Citations (Scopus)
Original languageEnglish
Peer-reviewed scientific journalManaging Service Quality
Volume21
Issue number4
Pages (from-to)331-349
Number of pages19
ISSN0960-4529
DOIs
Publication statusPublished - 2011
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management
  • KOTA2011

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