By Klassen Kenneth J   Rohleder Thomas R   in International Journal of Operations & Production Management

ISSN:0144-3577|22|5|527-548

Emerald Group Publishing Ltd‎(2002)‎

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By Klassen Kenneth J   Rohleder Thomas R   in International Journal of Service Industry Management

ISSN:0956-4233|15|2|167-186

Emerald Group Publishing Ltd‎(2004)‎

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