Yen-Hao Hsieh, Soe-Tsyr Yuan. Modeling service experience design processes with customer expectation management: A system dynamics perspective. Kybernetes, 39(7):1128-1144, 2010. [doi]
@article{HsiehY10-2,
title = {Modeling service experience design processes with customer expectation management: A system dynamics perspective},
author = {Yen-Hao Hsieh and Soe-Tsyr Yuan},
year = {2010},
doi = {10.1108/03684921011062746},
url = {http://dx.doi.org/10.1108/03684921011062746},
researchr = {https://researchr.org/publication/HsiehY10-2},
cites = {0},
citedby = {0},
journal = {Kybernetes},
volume = {39},
number = {7},
pages = {1128-1144},
}