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Please use this identifier to cite or link to this item:
http://hdl.handle.net/1820/2989
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| Title: | Customer metrics, Waits and Anxiety in Multi-Stage Services |
| Authors: | Bergh, D G von |
| Keywords: | multi-stage services
customer metrics |
| Issue Date: | 18-Nov-2010 |
| Publisher: | Open Universiteit Nederland |
| Abstract: | this thesis seeks to determine how the various waits during the stages of multi-stage services influence the customer metrics based on the Hierarchical Service Quality Model (HSQM)linked to its customers. |
| URI: | http://hdl.handle.net/1820/2989 |
| Appears in Collections: | - School of Management
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