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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.
Appears in Collections:MSc Management Science

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