Customer Journey Clue-based Service Failure Prevention
Customers and their perception towards service are considered as a determinant of service failure, and so, service failure and its prevention must be looked into from the perspective of the customers. This paper presents a customer-centric service failure prevention framework, which aims to provide...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2019-12-01
|
| Series: | Production Engineering Archives |
| Subjects: | |
| Online Access: | https://doi.org/10.30657/pea.2019.25.05 |