Complex service recovery processes: how to avoid triple deviation

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

34 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

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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",

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language = "English",

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pages = "331--349",

journal = "Managing Service Quality",

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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

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JO - Managing Service Quality

JF - Managing Service Quality

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