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Keywords: Value chain
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Journal Articles
Managing Service Quality: An International Journal (2010) 20 (6): 511–530.
Published: 16 November 2010
... customers in their fulfilment of value‐co‐creation. © Emerald Group Publishing Limited 2010 Rail transport Switzerland Value chain Customer orientation Critical success factors Service delivery Customers of public‐transport systems have traditionally been considered as passive...
Journal Articles
Managing Service Quality: An International Journal (2010) 20 (4): 312–327.
Published: 13 July 2010
... information about a service, the notion of “test‐driving” a service represents a “hands‐on” experience of the service that is potentially much more powerful. © Emerald Group Publishing Limited 2010 Service industries Design Service delivery Value chain 1. A web site for academics...
