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Keywords: Service failures
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Journal Articles
Incorporating disservice analysis to enhance perceived service quality
Available to Purchase
Journal:
Industrial Management & Data Systems
Industrial Management & Data Systems (2010) 110 (3): 368–391.
Published: 23 March 2010
... on the service quality. Subsequently, the risk priority number (RPN) is computed to identify the risk priority for each potential failure mode. Furthermore, a disservice index that represents the extent of composite adverse effect of service failures on quality perceptions is computed to recognize the disservice...
