Applying a severity-performance loss analysis in service failure research
Author:
Publisher
Springer Science and Business Media LLC
Link
http://link.springer.com/content/pdf/10.1007/s12927-017-0007-1.pdf
Reference43 articles.
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5. Bitner MJ, Booms BH, & Tetreault MS (1990) The service encounter: Diagnosing favorable & unfavorable incidents. Journal of Marking 54(sn1):71–84.
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