Mathematical models of service
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Publication:1278234
DOI10.1016/0377-2217(95)00316-9zbMath0924.90052WikidataQ122859930 ScholiaQ122859930MaRDI QIDQ1278234
Roland T. Rust, Richard D. Metters
Publication date: 22 February 1999
Published in: European Journal of Operational Research (Search for Journal in Brave)
Full work available at URL: https://doi.org/10.1016/0377-2217(95)00316-9
customer retention; service quality; service; customer satisfaction; return on quality (ROQ); service productivity
90B22: Queues and service in operations research
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