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Keywords: Service failures
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Journal Articles
Journal:
British Food Journal
British Food Journal (2020) 122 (12): 3711–3726.
Published: 19 June 2020
...Hiba Koussaifi; David John Hart; Simon Lillystone Purpose This paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving...
