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Keywords: Simulation
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Journal Articles
Developing operational understanding of service quality through a simulation environment
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (2008) 19 (2): 160–175.
Published: 25 April 2008
... operational and psychological factors – and present a simulator to assist managers to overcome these challenges. Design/methodology/approach After reviewing the literature on “learning from simulations” and the main challenges of learning in a service environment, the paper presents the assumptions...
