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A systematic approach for diagnosing service failure: Service-specific FMEA and grey relational analysis approach

Youngjung Geum, Yangrae Cho, Yongtae Park. A systematic approach for diagnosing service failure: Service-specific FMEA and grey relational analysis approach. Mathematical and Computer Modelling, 54(11-12):3126-3142, 2011. [doi]

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