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Lester W. Johnson
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Journal Articles
Service blueprinting and BPMN: a comparison
Available to Purchase
Managing Service Quality: An International Journal (2012) 22 (6): 606–621.
Published: 16 November 2012
Journal Articles
Signaling intrinsic service quality and value via accreditation and certification
Available to Purchase
Managing Service Quality: An International Journal (2009) 19 (1): 85–105.
Published: 23 January 2009
Journal Articles
Re‐thinking the conceptualization of customer value and service quality within the service‐profit chain
Available to Purchase
Managing Service Quality: An International Journal (2006) 16 (1): 23–36.
Published: 01 January 2006
