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

Cite this

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title = "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",
author = "Alistair Brandon-Jones",
year = "2014",
language = "English",
editor = "C Cooper",
booktitle = "Wiley Encyclopaedia of Management 3rd Edition.",
publisher = "McGrawHill",

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