Complex service recovery processes: how to avoid triple deviation

Autor: Edvardsson, Bo, Tronvoll, Bård, Höykinpuro, Ritva
Přispěvatelé: Fisk, Raymond P., Patricio, Lia
Zdroj: Managing Service Quality: An International Journal, 2011, Vol. 21, Issue 4, pp. 331-349.
Databáze: Emerald Insight