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"A Mathematical Model of Service Failure and Recovery Strategies."

Zhen Zhu, K. Sivakumar, A. Parasuraman (2004)

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DOI: 10.1111/J.0011-7315.2004.02597.X

access: closed

type: Journal Article

metadata version: 2020-03-13

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  - journals/dsj/ZhuSP04
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Zhen Zhu, K. Sivakumar, A. Parasuraman:
A Mathematical Model of Service Failure and Recovery Strategies. Decis. Sci. 35(3): 493-525 (2004)

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