Shahin, Arash; Bagheri Iraj, Elham; Vaez Shahrestani, … - In: The TQM Journal 28 (2016) 4, pp. 597-612
, contradictions among requirements of 180 customers have been identified by side roof matrix and then, the 12 by 12 non-technical … contradictions matrix of service TRIZ have been used to suggest principles for resolving contradictions. Findings – Findings imply …