Virtuous cycles of service quality: an empirical test
International Journal of Operations & Production Management, pp. 357-380, 2019.
PurposeResearch on the service–profit chain (SPC) provides important insights regarding how organizations attain service excellence. However, this research stream does not shed light on the mechanisms by which service organizations sustain such excellence, despite the struggles of many organizations to do so. Thus, the purpose of this pap...More
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