Modeling service experience design processes with customer expectation management: A system dynamics perspective

Author: Hsieh Yen-Hao   Yuan Soe-Tsyr  

Publisher: Emerald Group Publishing Ltd

ISSN: 0368-492X

Source: Kybernetes: The International Journal of Systems & Cybernetics, Vol.39, Iss.7, 2010-01, pp. : 1128-1144

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Abstract