Service recovery: a method for assessing performance
Battaglia, Daniel, Borchardt, Miriam, Afonso Sellitto, Miguel, Medeiros Pereira, GiancarloVolume:
18
Langue:
english
Journal:
Business Process Management Journal
DOI:
10.1108/14637151211283366
Date:
November, 2012
Fichier:
PDF, 111 KB
english, 2012