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Keywords: Service failures
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Journal Articles
Journal:
Business Strategy Series
Business Strategy Series (2011) 12 (1): 19–29.
Published: 11 January 2011
... service. Even the most customer‐oriented organization with the strongest quality program is still unable to eliminate all service failures (del Río‐Lanza et al., 2009). Therefore, failures in service delivery represent a significant challenge for every service organization. Previous research...
