@article{eba4b35e5f2d403cbc4bfe168351f33c,
title = "Complex service recovery processes: how to avoid triple deviation",
keywords = "Complex service recovery, Customer experience, Customer services quality, Double and triple deviation, Multiple actors, Narratives, Complex service recovery, Customer experience, Customer services quality, Double and triple deviation, Multiple actors, Narratives",
author = "Bo Edvardsson and B{\aa}rd Tronvall and Ritva H{\"o}ykinpuro",
year = "2011",
doi = "10.1108/09604521111146234",
language = "English",
volume = "21",
pages = "331--349",
journal = "Managing Service Quality",
issn = "0960-4529",
publisher = "Emerald Group Publishing Ltd.",
number = "4",
}