Wiley Encyclopaedia of Management, 3rd Edition. Invited entries: Zone of tolerance; Service recovery; service quality; failure analysis; Importance-performance matrix; Failure in operations; Queuing analysis; De-coupling; Overall equipment effectiveness

Research output: Chapter in Book/Report/Conference proceedingChapter

Original languageEnglish
Title of host publicationWiley Encyclopaedia of Management 3rd Edition.
EditorsC Cooper
PublisherMcGrawHill
Publication statusPublished - 2014

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