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Keywords: Senior managers
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Journal Articles
International Journal of Operations & Production Management (2012) 32 (7): 877–903.
Published: 15 June 2012
... not always completely rectify the situation, it can reduce the negative consequences associated with failures if properly executed. © Emerald Group Publishing Limited 2012 United States of America Senior managers Service operations Service failures Contingency planning Service recovery...
Journal Articles
International Journal of Operations & Production Management (2011) 31 (1): 78–100.
Published: 11 January 2011
... the standard, and as a context, motives moderate the effect of implementation on firms' performance as the outcomes of ISO 9000 adoption. Design/methodology/approach Data were collected from 328 middle and senior managers of ISO 9001 certified firms in Australia who were responsible for managing quality...
