Complex service recovery processes: how to avoid triple deviation

Forskningsoutput: Tidskriftsbidrag › Artikel › Vetenskaplig › Peer review

34 Citeringar (Scopus)

Originalspråk	Engelska
Referentgranskad vetenskaplig tidskrift	Managing Service Quality
Volym	21
Nummer	4
Sidor (från-till)	331-349
Antal sidor	19
ISSN	0960-4529
DOI	https://doi.org/10.1108/09604521111146234
Status	Publicerad - 2011
MoE-publikationstyp	A1 Originalartikel i en vetenskaplig tidskrift

Nyckelord

@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 = "Brandes \& Apsel verlag",

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

SN - 0960-4529

VL - 21

SP - 331

EP - 349

JO - Managing Service Quality

JF - Managing Service Quality

IS - 4

ER -