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Keywords: Service improvements
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Journal Articles
Journal:
Marketing Intelligence & Planning
Marketing Intelligence & Planning (2008) 26 (3): 253–274.
Published: 09 May 2008
... service is to a customer and how serious a failure in the delivery of that service would be. Kristen Bell DeTienne can be contacted at: kristen_detienne@byu.edu © Emerald Group Publishing Limited 2008 Research methods Customer service management Service failures Service improvements...
