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Algorithms for the design of finite-capacity service units

✍ Scribed by S. Chakravarthy; Marcel F. Neuts


Publisher
John Wiley and Sons
Year
1989
Tongue
English
Weight
685 KB
Volume
36
Category
Article
ISSN
0894-069X

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A contingency framework is developed as a means of understanding the relationship between the level of customer contact and service satisfaction. Level of contact is defined as the extent of interpersonal interaction between the service customer and the service provider's boundary personnel. Consist