Complex service recovery processes: how to avoid triple deviation

Bo Edvardsson, Bård Tronvoll, Ritva Höykinpuro

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

27 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

@article{6fcc0cd8f1b544beae5a8dddad3c0a48,

title = "Complex service recovery processes: how to avoid triple deviation",

keywords = "512 Business and Management, KOTA2011",

author = "Bo Edvardsson and B{\aa}rd Tronvoll and Ritva H{\"o}ykinpuro",

year = "2011",

doi = "10.1108/09604521111146234",

language = "English",

volume = "21",

pages = "331--349",

journal = "Managing Service Quality",

issn = "0960-4529",

publisher = "Emerald Group Publishing",

number = "4",

}

TY - JOUR

T1 - Complex service recovery processes: how to avoid triple deviation

AU - Edvardsson, Bo

AU - Tronvoll, Bård

AU - Höykinpuro, Ritva

PY - 2011

Y1 - 2011

KW - 512 Business and Management

KW - KOTA2011

U2 - 10.1108/09604521111146234

DO - 10.1108/09604521111146234

M3 - Article

VL - 21

SP - 331

EP - 349

JO - Managing Service Quality

JF - Managing Service Quality

SN - 0960-4529

IS - 4

ER -