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Keywords: Recovery performance
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Journal Articles
Journal:
Business Process Management Journal
Business Process Management Journal (2012) 18 (6): 949–963.
Published: 02 November 2012
...Daniel Battaglia; Miriam Borchardt; Miguel Afonso Sellitto; Giancarlo Medeiros Pereira Purpose The aim of this study is to propose a method for assessing the service recovery performance of a manufacturing company with value‐added services. Service recovery performance is assessed by an index...
