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Value co-creation in maintenance services : case study in the mechanical industry
Braun, Eduardo Luiz; Pereira, Giancarlo Medeiros; … - In: Business process management journal 23 (2017) 5, pp. 984-999
Persistent link: https://www.econbiz.de/10011785801
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Identification and quantification of influent factors in perceived quality of the e-service provided by a university
Menezes, Liziane Silva; Sellitto, Miguel Afonso; … - In: Business process management journal 22 (2016) 3, pp. 438-457
Persistent link: https://www.econbiz.de/10011578058
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Service recovery: a method for assessing performance
Battaglia, Daniel; Borchardt, Miriam; Sellitto, Miguel … - In: Business process management journal 18 (2012) 6, pp. 949-964
Persistent link: https://www.econbiz.de/10010037272
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Service recovery: a method for assessing performance
Battaglia, Daniel; Borchardt, Miriam; Sellitto, Afonso; … - In: Business process management journal 18 (2012) 6, pp. 949-963
Persistent link: https://www.econbiz.de/10009684773
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Analysis of management practices in performance-based outsourcing contracts
Lazzarotto, Bruna Omizzolo; Borchardt, Miriam; Pereira, … - In: Business process management journal 20 (2014) 2, pp. 178-194
Persistent link: https://www.econbiz.de/10010340139