Now showing items 1-2 of 2

    Issue DateTitleAuthor(s)
    1 November 2016Contingencies and characteristics of service recovery system design: insights from retail banking  Contiero, E; Ponsignon, F; Smart, P; et al.
    12 December 2018A customer journey perspective on service delivery system design: insights from healthcare  Ponsignon, F; Smart, P; Phillips, L