Quality function deployment in failure recovery and prevention
Year of publication: |
September-October 2016
|
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Authors: | Chen, Hsi-Tien |
Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 36.2016, 13/14, p. 615-637
|
Subject: | Service failure | service recovery | proactive recovery | failure prevention | quality function deployment | Beschwerdemanagement | Complaint management | Qualitätsmanagement | Quality management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
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