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The 'coping' capacity management strategy in services, and the influence of quality performance

By Colin Armistead


School of Managemen

Year: 1993
OAI identifier:
Provided by: Cranfield CERES

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  1. (1990). Five Imperatives for Improving Service Quality”, Sloan Management Review, doi
  2. (1990). Service Breakthroughs”, doi
  3. (1983). The Customer Contact Model for Organisation Design”, Management Science, Vo149, doi
  4. (1988). The Power of Unconditional Guarantees”, Harvard Business Review,
  5. (1992). The Value Chain in Service 0 erations Strategy: Resource Activiiapping”, Cranifield Wz(kin:Paper S 4 k2.4 ~,ti 13L.eJ.d L I& c;,w4 P 22/92,

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