Service recovery: a method for assessing performance
Year of publication: |
2012
|
---|---|
Authors: | Battaglia, Daniel ; Borchardt, Miriam ; Sellitto, Afonso ; Pereira, Giancarlo Medeiros |
Published in: |
Business process management journal. - Bingley : Emerald Group Publishing Limited, ISSN 1463-7154, ZDB-ID 1379961-7. - Vol. 18.2012, 6, p. 949-963
|
Subject: | Kundenservice | Customer service | Lieferantenmanagement | Supplier relationship management | Performance-Messung | Performance measurement | AHP-Verfahren | AHP approach |
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