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New aspects of research to assess and manage critical incidents in service encounters: Teleological actions, interactive interface and perceptual gaps

Carmen Padin, Göran Svensson, Carmen Otero-Neira, Nils Høgevold

International Journal of Contemporary Hospitality Management (2015) 27 (1): 27–51.

https://doi.org/10.1108/IJCHM-05-2013-0205

Published: 09 February 2015

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