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Keywords: Multiple actors
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Journal Articles
Complex service recovery processes: how to avoid triple deviation
Available to Purchase
Managing Service Quality: An International Journal (2011) 21 (4): 331–349.
Published: 12 July 2011
... at: Bo.Edvardsson@kau.se © Emerald Group Publishing Limited 2011 Complex service recovery Double and triple deviation Multiple actors Customer experience Narratives Customer services quality Many customers have had an unfavourable service experience and most often experienced a poor...
