Mitchell M. Tseng, Ma Qinhai, Chuan-Jun Su. Mapping customers' service experience for operations improvement. Business Proc. Manag. Journal, 5(1):50-64, 1999. [doi]
@article{TsengQS99,
title = {Mapping customers' service experience for operations improvement},
author = {Mitchell M. Tseng and Ma Qinhai and Chuan-Jun Su},
year = {1999},
doi = {10.1108/14637159910249126},
url = {http://dx.doi.org/10.1108/14637159910249126},
researchr = {https://researchr.org/publication/TsengQS99},
cites = {0},
citedby = {0},
journal = {Business Proc. Manag. Journal},
volume = {5},
number = {1},
pages = {50-64},
}