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Keywords: Touchpoints
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Journal Articles
Partitioning service encounters into touchpoints to enhance quality
Available to Purchase
International Journal of Quality and Service Sciences (2011) 3 (2): 146–165.
Published: 05 July 2011
...Donelda S. McKechnie; Jim Grant; Fatema Shabbir Golawala Purpose This paper aims to discuss partitioning an air travel service encounter into touchpoints according to elements and phases, which are depth and breadth, respectively, using the conceptual framework of Le Bel. The empirical findings...
