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Keywords: Penalty costs
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Journal Articles
Journal:
Journal of Service Management
International Journal of Service Industry Management (2002) 13 (4): 314–332.
Published: 01 October 2002
... analysis developed by Brandt, the two methods do not yield the same results. Therefore, the convergent validity of the importance grid has to be questioned. The paper closes with a discussion of the implications for research and practice. © MCB UP Limited 2002 Customer satisfaction Penalty...
