"Mean Service Metrics: Biased Quality Judgment and the Customer-Server ..."

Robert J. Batt, Jordan D. Tong (2020)

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DOI: 10.1287/MSOM.2019.0783

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type: Journal Article

metadata version: 2020-10-01

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Robert J. Batt, Jordan D. Tong:
Mean Service Metrics: Biased Quality Judgment and the Customer-Server Quality Gap. Manuf. Serv. Oper. Manag. 22(5): 975-995 (2020)

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