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Keywords: Service engineering
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Journal Articles
Journal:
Journal of Service Management
International Journal of Service Industry Management (2007) 18 (4): 418–442.
Published: 14 August 2007
.../value This paper contributes to service engineering in two ways: by adapting the Taguchi quality loss approach, commonly used to assess manufacturing process quality, to a service delivery process; and by incorporating uncertainty, due to imprecise knowledge of process parameters, into the quality...
