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"Can ISO 9001 improve service recovery?"
Luc Honore Petnji Yaya, Frederic Marimon, Martí Casadesús (2013)
- Luc Honore Petnji Yaya
, Frederic Marimon
, Martí Casadesús
:
Can ISO 9001 improve service recovery? Ind. Manag. Data Syst. 113(8): 1206-1221 (2013)
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