Quality function deployment in failure recovery and prevention
–Hsi-Tien Chen [Publisher] [Google Scholar]

Electronic and in-person service quality of hybrid services
–Tien Wang, Ralph Keng-Jung Yeh, David C. Yen & Christyanto Ari Nugroho [Publisher] [Google Scholar]

Interactions, innovation, and services
–Feng Hsu Liu [Publisher] [Google Scholar]

A novel framework for customer complaint management
–Yu-Hsiang Hsiao, Li-Fei Chen, Yoon Leng Choy & Chao-Ton Su [Publisher] [Google Scholar]

Advanced information technology: transforming service innovation and design
–Gabriela Bantau & Steven W. Rayburn [Publisher] [Google Scholar]

Reinforcing customer loyalty through service employees’ competence and benevolence
–Nha Nguyen [Publisher] [Google Scholar]