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An empirical examination of the structural dimensions of the service recovery system
Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E. - In: Decision sciences : DS 40 (2009) 1, pp. 165-186
Persistent link: https://www.econbiz.de/10003848264
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Empirical profiles of service recovery systems : the maturity perspective
Smith, Jeffery S.; Karwan, Kirk R. - In: Journal of service research : JSR 13 (2010) 1, pp. 111-125
Persistent link: https://www.econbiz.de/10003959023
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Undergraduate management education for sustainability : a perspective from the liberal arts
Karwan, Kirk R.; Underwood, Robert L.; Smythe, Thomas I. - In: Management education for global sustainability, (pp. 265-281). 2009
Persistent link: https://www.econbiz.de/10003923044
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An empirical investigation of the effectiveness of an integrated service recovery system
Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E. - In: Operations management research : OMR ; advancing … 5 (2012) 1/2, pp. 25-36
Persistent link: https://www.econbiz.de/10009571281
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The contingent nature of service recovery system structures
Smith, Jeffery S.; Nagy, Paul F.; Karwan, Kirk R.; … - In: International journal of operations & production … 32 (2012) 7, pp. 877-903
Persistent link: https://www.econbiz.de/10009572734
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A Note on the Growth of Research in Service Operations Management
Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E. - In: Production and operations management : an international … 16 (2007) 6, pp. 780-790
Persistent link: https://www.econbiz.de/10007911303
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An empirical investigation of the effectiveness of an integrated service recovery system
Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E. - In: Operations management research : OMR ; advancing … 5 (2012) 1/2, pp. 25-36
Persistent link: https://www.econbiz.de/10010005525
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The contingent nature of service recovery system structures
Smith, Jeffery S.; Nagy, Paul F.; Karwan, Kirk R.; … - In: International journal of operations & production … 32 (2012) 7, pp. 877-904
Persistent link: https://www.econbiz.de/10010023250
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The Effects of Severity of Failure and Customer Loyalty on Service Recovery Strategies
Craighead, Christopher W.; Karwan, Kirk R.; Miller, Janis L. - In: Production and operations management : an international … 13 (2004) 4, pp. 307-321
Persistent link: https://www.econbiz.de/10007150935
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Assessing the effectiveness of a Marine Environmental Protection Program
Harrald, John R.; Leotta, Joseph V.; Karwan, Kirk R.; … - In: Socio-Economic Planning Sciences 13 (1979) 1, pp. 21-25
Persistent link: https://www.econbiz.de/10005457249