-
1
-
-
27844498281
-
"The economic payout model for service guarantees"
-
available at
-
Baker, T. and Collier, D.A. (2005), "The economic payout model for service guarantees", Decision Sciences, Vol. 36 No. 2, pp. 197-216, available at: http://ejournals.ebsco.com/direct.asp?ArticleID= 46CCAAEEA71A8608FB71>.
-
(2005)
Decision Sciences
, vol.36
, Issue.2
, pp. 197-216
-
-
Baker, T.1
Collier, D.A.2
-
2
-
-
19744369126
-
"A case study of service failure and recovery within an international airline"
-
available at
-
Bamford, D. and Xystouri, T. (2005), "A case study of service failure and recovery within an international airline", Managing Service Quality, Vol. 15 No. 3, pp. 306-22, available at: www.emeraldinsight.com/10.1108/09604520510597845.
-
(2005)
Managing Service Quality
, vol.15
, Issue.3
, pp. 306-322
-
-
Bamford, D.1
Xystouri, T.2
-
6
-
-
33751433263
-
"Human centred processes: Toward a naturalistic decision making paradigm"
-
available at
-
Bisdorff, R. and Lundberg, G. (2005), "Human centred processes: toward a naturalistic decision making paradigm", European Journal of Operational Research, available at: Www.sciencedirect.com/science?_ob= ArticleURL&_aset=V-WA-A-W-Z-MsSAYZA-UUW-U-AABWDCCYVY-AABUBBZZVY- VWCWVVCZU-Z-U&_rdoc=2&_fmt=full&_udi=B6VCT-4GDK9S3- B&_coverDate=06%2F16%2F2005&_cdi=5963&_orig= search&_st13&_sort=d&view=c&_acct= C000050221&_version=1&_urlVersion=0&_userid=10&md5= 74059c5f50d2dc76ac495c02b5e04a3f.
-
(2005)
European Journal of Operational Research
-
-
Bisdorff, R.1
Lundberg, G.2
-
8
-
-
0031509254
-
"An experimental study of service recovery options"
-
available at
-
Boshoff, C. (1997), "An experimental study of service recovery options", International Journal of Service Industry Management, Vol. 8 No. 2, pp. 110-30, available at: www.ingentaconnect.com/content/ mcb/085/1997/00000008/00000002/art00001.
-
(1997)
International Journal of Service Industry Management
, vol.8
, Issue.2
, pp. 110-130
-
-
Boshoff, C.1
-
9
-
-
26944471977
-
"A re-assessment and refinement of RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery"
-
available at
-
Boshoff, C. (2005), "A re-assessment and refinement of RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery", Managing Service Quality, Vol. 15 No. 5, pp. 410-25, available at: www.emeraldinsight.com/10.1108/09604520510617275.
-
(2005)
Managing Service Quality
, vol.15
, Issue.5
, pp. 410-425
-
-
Boshoff, C.1
-
10
-
-
0042810039
-
"The influence of selected antecedents on frontline staff's perceptions of service recovery performance"
-
available at
-
Boshoff, C. and Allen, J. (2000), "The influence of selected antecedents on frontline staff's perceptions of service recovery performance", International Journal of Service Industry Management, Vol. 11 No. 1, pp. 63-90, available at: www.ingentaconnect.com/content/ mcb/085/2000/00000011/00000001/art00004.
-
(2000)
International Journal of Service Industry Management
, vol.11
, Issue.1
, pp. 63-90
-
-
Boshoff, C.1
Allen, J.2
-
12
-
-
20444420165
-
"Nuclear power plant shift supervisors decision making during microincidents"
-
available at
-
Carvalho, P.V.R., Dos Santos, I.L. and Vidal, C.R. (2005), "Nuclear power plant shift supervisors decision making during microincidents", International Journal of Industrial Ergonomics, Vol. 35 No. 7, pp. 619-44, available at: Www.sciencedirect.com/ science?_ob=direct.com/science?_ob=ArtiArticleURL&_udi=B6V31- 4FTS2PM-1&_user=2901922&_handle=V-WA-A-W-E-MsSWYWW-UUA-U- AACZVAEYWA-AACVUUUZWA-WWZADEAE-E-U&_fmt=full&_coverDate= 07%2F31%2F2005&_rdoc=4&_orig=browse&_srch= %23toc%235717%232005%23999649992%23598464!&_cdi=5717&view= c&_acct=C000010098&_version=1&_urlVersion= 0&_userid=2901922&md5=d98135f42cda9bf617fa67c8ac6ca202.
-
(2005)
International Journal of Industrial Ergonomics
, vol.35
, Issue.7
, pp. 619-644
-
-
Carvalho, P.V.R.1
Dos Santos, I.L.2
Vidal, C.R.3
-
13
-
-
85072383746
-
"Empowering service personnel to deliver quality service"
-
Haworth Press Kandampully, J. Bingham, New York, NY
-
Chernish, W.N. (2001), "Empowering service personnel to deliver quality service", in Kandampully, J., Mik, C. and Sparks, B. (Eds), Service Quality Management in Hospitality, Tourism and Leisure, Haworth Press, Bingham, New York, NY, pp. 223-37.
-
(2001)
Service Quality Management in Hospitality, Tourism and Leisure
, pp. 223-237
-
-
Chernish, W.N.1
-
15
-
-
84990317186
-
"Rethinking service recovery strategies: The effect of rapport on consumer responses to service failure"
-
available at
-
DeWitt, T. and Brady, M.K. (2003), "Rethinking service recovery strategies: The effect of rapport on consumer responses to service failure", Journal of Service Research, Vol. 6 No. 2, pp. 193-207, available at: http://ejournals.ebsco.com/direct.asp?ArticleID= JL9AWLHNL0U9VBV11BX5.
-
(2003)
Journal of Service Research
, vol.6
, Issue.2
, pp. 193-207
-
-
DeWitt, T.1
Brady, M.K.2
-
16
-
-
84867517249
-
-
EFILWC European Foundation for the Improvement of Living and Working Conditions, available at:
-
EFILWC (2004), EU Hotel and Restaurant Sector: Work and Employment Conditions, European Foundation for the Improvement of Living and Working Conditions, available at: www.eurofound.eu.int.
-
(2004)
EU Hotel and Restaurant Sector: Work and Employment Conditions
-
-
-
17
-
-
19944384128
-
"Design and implementation of a service guarantee"
-
available at
-
Fabien, L. (2005), "Design and implementation of a service guarantee", Journal of Services Marketing, Vol. 19 No. 1, pp. 33-8, available at: www.emeraldinsight.com/10.1108/08876040510579370.
-
(2005)
Journal of Services Marketing
, vol.19
, Issue.1
, pp. 33-38
-
-
Fabien, L.1
-
19
-
-
84986134858
-
"How do workers learn in their work?"
-
available at
-
Gerber, R. (1998), "How do workers learn in their work?", The Learning Organization, Vol. 5 No. 4, pp. 168-75, available at: http://docserver.emeraldinsight.com/deliver/cw/mcb/09696474/v5n4/s2/ p168.htm?.
-
(1998)
The Learning Organization
, vol.5
, Issue.4
, pp. 168-175
-
-
Gerber, R.1
-
22
-
-
33751410506
-
"Hotel managers' decision making: Can psychology help?"
-
available at
-
Gore, J. (1995), ""Hotel managers' decision making: Can psychology help?", International Journal of Contemporary Hospitality Management, Vol. 7 Nos. 2/3, pp. 19-23, available at: www.emeraldinsight.com/10.1108/09596119510079945.
-
(1995)
International Journal of Contemporary Hospitality Management
, vol.7
, Issue.2-3
, pp. 19-23
-
-
Gore, J.1
-
24
-
-
33745460748
-
"Individual decision making: Implications for decision training in TQM"
-
available at
-
Harmann, L.C. and Patrickson, M. (1998), "Individual decision making: Implications for decision training in TQM", International Journal of Quality & Reliability Management, Vol. 15 No. 6, pp. 619-33, available at: www.emeraldinsight.com/10.1108/02656719810226537.
-
(1998)
International Journal of Quality & Reliability Management
, vol.15
, Issue.6
, pp. 619-633
-
-
Harmann, L.C.1
Patrickson, M.2
-
25
-
-
0001820099
-
"The power of unconditional service guarantees"
-
available at
-
Hart, C.W. (1988), "The power of unconditional service guarantees", Harvard Business Review, Vol. 66 No. 4, pp. 54-62, available at: http://search.epnet.com/login.aspx?direct=true&db= buh&an=8800022822.
-
(1988)
Harvard Business Review
, vol.66
, Issue.4
, pp. 54-62
-
-
Hart, C.W.1
-
27
-
-
1342295314
-
-
The Free Press New York, NY
-
Heskett, J.L., Sasser, W.E. and Schesinger, L.A. (2003), The Value Profit Chain, The Free Press, New York, NY.
-
(2003)
The Value Profit Chain
-
-
Heskett, J.L.1
Sasser, W.E.2
Schesinger, L.A.3
-
28
-
-
0032859562
-
"Service recovery strategies for single and double deviation scenarios"
-
available at
-
Johnston, R. and Fern, A. (1999), "Service recovery strategies for single and double deviation scenarios", Service Industry Journal, Vol. 19 No. 2, pp. 69-82, available at: http://search.epnet.com/ login.aspx?direct=true&db=buh&an=2170250.
-
(1999)
Service Industry Journal
, vol.19
, Issue.2
, pp. 69-82
-
-
Johnston, R.1
Fern, A.2
-
29
-
-
84986038288
-
"Services guarantees: A strategic mechanism to minimise customers perceived risk in service organisations"
-
available at
-
Kandampully, J. and Butler, L. (2001), "Services guarantees: A strategic mechanism to minimise customers perceived risk in service organisations", Managing Service Quality, Vol. 11 No. 2, pp. 112-21, available at: www.emeraldinsight.com/Insight/html/Output/ Published/EmeraldFullTextArticle/Articles/1080110205.html.
-
(2001)
Managing Service Quality
, vol.11
, Issue.2
, pp. 112-121
-
-
Kandampully, J.1
Butler, L.2
-
30
-
-
1842511821
-
"The effects of service guarantees on external and internal markets"
-
Online 2001 No. 10, available at
-
Kashyap, R. (2001), "The effects of service guarantees on external and internal markets", Academy of Marketing Science Review, Online 2001 No. 10, available at: www.amsreview.org/articles/kashyap10-2001.pdf.
-
(2001)
Academy of Marketing Science Review
-
-
Kashyap, R.1
-
31
-
-
84993035642
-
"Exploring the future roles and capabilities of customer service professionals"
-
available at
-
Kiely, J.A. and Armistead, C.G. (2004), "Exploring the future roles and capabilities of customer service professionals", Managing Service Quality, Vol. 14 No. 1, pp. 26-39, available at: www.emeraldinsight.com/10.1108/09604520410513659.
-
(2004)
Managing Service Quality
, vol.14
, Issue.1
, pp. 26-39
-
-
Kiely, J.A.1
Armistead, C.G.2
-
32
-
-
0009034777
-
"Organisational barriers to creativity... and how to knock them down"
-
available at
-
Klein, A.R. (1990), "Organisational barriers to creativity... and how to knock them down", The Journal of Consumer Marketing, Vol. 7 No. 1, pp. 65-7, available at: http://search.epnet.com/ login.aspx?direct=true&db=buh&an=5389870.
-
(1990)
The Journal of Consumer Marketing
, vol.7
, Issue.1
, pp. 65-67
-
-
Klein, A.R.1
-
33
-
-
0001089043
-
"The recognition-primed decision (RPD) model: Looking back, looking forward"
-
Erlbaum Publishers Zsambok, C.E. Mahwah, NJ
-
Klein, G. (1997), "The recognition-primed decision (RPD) model: looking back, looking forward", in Zsambok, C.E. and Klein, G. (Eds), Naturalistic Decision Making, Erlbaum Publishers, Mahwah, NJ, pp. 285-92.
-
(1997)
Naturalistic Decision Making
, pp. 285-292
-
-
Klein, G.1
-
35
-
-
10944271411
-
-
Currency-Doubleday New York, NY
-
Klein, G. (2003), The Power of Intuition, Currency-Doubleday, New York, NY.
-
(2003)
The Power of Intuition
-
-
Klein, G.1
-
37
-
-
1842688661
-
"Empowerment through involvement: A case study of TGI Friday's restaurants"
-
available at
-
Lashley, C. (2000), "Empowerment through involvement: A case study of TGI Friday's restaurants", Personnel Review, Vol. 29 No. 6, pp. 791-815, available at: www.emeraldinsight.com/10.1108/00483480010297211.
-
(2000)
Personnel Review
, vol.29
, Issue.6
, pp. 791-815
-
-
Lashley, C.1
-
38
-
-
84986133041
-
"Service failure and recovery in UK theme parks: The employee's perspective"
-
available at
-
Lewis, B.R. and Clacher, E. (2001), "Service failure and recovery in UK theme parks: The employee's perspective", International Journal of Contemporary Hospitality Management, Vol. 13 No. 4, pp. 166-75, available at: www.emeraldinsight.com/Insight/html/Output/ Published/EmeraldFullTextArticle/Articles/0410130401.html.
-
(2001)
International Journal of Contemporary Hospitality Management
, vol.13
, Issue.4
, pp. 166-175
-
-
Lewis, B.R.1
Clacher, E.2
-
39
-
-
84986083417
-
"Service failure and recovery: Evidence for the hotel sector"
-
available at
-
Lewis, B.R. and McCann, P. (2004), "Service failure and recovery: evidence for the hotel sector", International Journal of Contemporary Hospitality Management, Vol. 16 No. 1, pp. 6-17, available at: www.emeraldinsight.com/10.1108/09596110410516516.
-
(2004)
International Journal of Contemporary Hospitality Management
, vol.16
, Issue.1
, pp. 6-17
-
-
Lewis, B.R.1
McCann, P.2
-
40
-
-
0037247760
-
"The effect of service guarantees on service recovery"
-
available at
-
Lidén, S.B. and Skålén, P. (2003), "The effect of service guarantees on service recovery", International Journal of Service Industry Management, Vol. 14 No. 1, pp. 36-58, available at: www.emeraldinsight.com/10.1108/09564230310465985.
-
(2003)
International Journal of Service Industry Management
, vol.14
, Issue.1
, pp. 36-58
-
-
Lidén, S.B.1
Skålén, P.2
-
41
-
-
84993083598
-
"Service recovery in the airline industry: A cross-cultural comparison of the attitudes and behaviours of British and Italian front-line personnel"
-
available at
-
Lorenzoni, N. and Lewis, B.R. (2004), "Service recovery in the airline industry: A cross-cultural comparison of the attitudes and behaviours of British and Italian front-line personnel", Managing Service Quality, Vol. 14 No. 1, pp. 11-25, available at: www.emeraldinsight.com/10.1108/09604520410513640.
-
(2004)
Managing Service Quality
, vol.14
, Issue.1
, pp. 11-25
-
-
Lorenzoni, N.1
Lewis, B.R.2
-
42
-
-
0004003607
-
-
Prentice-Hall New Jersey, NJ
-
Lovelock, C. and Wright, L. (2002), Principles of Service Marketing and Management, 2nd ed., Prentice-Hall, New Jersey, NJ.
-
(2002)
Principles of Service Marketing and Management
-
-
Lovelock, C.1
Wright, L.2
-
43
-
-
0347488263
-
"Coaches decision making"
-
Butterworth-Heinemann Cross, N. Oxford
-
Lyle, J. (1999), "Coaches decision making", in Cross, N. and Lyle, J. (Eds), The Coaching Process: Principles and Practice for Sport, Butterworth-Heinemann, Oxford, pp. 210-33.
-
(1999)
The Coaching Process: Principles and Practice for Sport
, pp. 210-233
-
-
Lyle, J.1
-
44
-
-
84992779444
-
"Application of fairness theory to service failure and service recovery"
-
available at
-
McColl-Kennedy, J.R. and Sparks, B.A. (2003), "Application of fairness theory to service failure and service recovery", Journal of Services is Research, Vol. 5 No. 3, pp. 251-66, available at: http://ejournals.ebsco.com/direct.asp?ArticleID=RHQBYE98TJWB5UGGY4YN.
-
(2003)
Journal of Services Is Research
, vol.5
, Issue.3
, pp. 251-266
-
-
McColl-Kennedy, J.R.1
Sparks, B.A.2
-
45
-
-
84993083594
-
"A conceptual model and empirical examination of the effect of service guarantees on post-consumption evaluations"
-
available at
-
McCollough, M.A. and Gremler, D.D. (2004), "A conceptual model and empirical examination of the effect of service guarantees on post-consumption evaluations", Managing Service Quality, Vol. 14 No. 1, pp. 58-74, available at: www.emeraldinsight.com/10.1108/ 09604520410513677.
-
(2004)
Managing Service Quality
, vol.14
, Issue.1
, pp. 58-74
-
-
McCollough, M.A.1
Gremler, D.D.2
-
46
-
-
84986031687
-
"Waiting for service: The effectiveness of recovery strategies"
-
available at
-
McDougall, G.H.G. and Levesques, T.J. (1999), "Waiting for service: the effectiveness of recovery strategies", International Journal of Contemporary Hospitality Management, Vol. 11 No. 1, pp. 6-15, available at: www.emeraldinsight.com/10.1108/09596119910250346.
-
(1999)
International Journal of Contemporary Hospitality Management
, vol.11
, Issue.1
, pp. 6-15
-
-
McDougall, G.H.G.1
Levesques, T.J.2
-
47
-
-
84986076196
-
"Increasing the persuasiveness of a service guarantee: The role of service process evidence"
-
available at
-
Marmorstein, H., Sarel, D. and Lasser, W.M. (2001), "Increasing the persuasiveness of a service guarantee: The role of service process evidence", Journal of Services Marketing, Vol. 15 No. 2, pp. 147-59, available at: http://doeserver.emeraldinsight.com/deliver/cw/mcb/ 08876045/v15n2/s5/p147.htm?.
-
(2001)
Journal of Services Marketing
, vol.15
, Issue.2
, pp. 147-159
-
-
Marmorstein, H.1
Sarel, D.2
Lasser, W.M.3
-
48
-
-
2542591743
-
"The impact of service failure on customer loyalty: The moderating role of affective commitment"
-
available at
-
Mattila, A.S. (2004), "The impact of service failure on customer loyalty: The moderating role of affective commitment", International Journal of Service Industry Management, Vol. 15 No. 2, pp. 134-49, available at: www.emeraldinsight.com/10.1108/09564230410532475.
-
(2004)
International Journal of Service Industry Management
, vol.15
, Issue.2
, pp. 134-149
-
-
Mattila, A.S.1
-
49
-
-
84990338757
-
"Service recovery and fairness perceptions in collectivist and individualist context"
-
available at
-
Mattila, A.S. and Patterson, P.G. (2004), "Service recovery and fairness perceptions in collectivist and individualist context", Journal of Services Research, Vol. 6 No. 4, pp. 336-46, available at: http://ejournals.ebsco.com/direct.asp?ArticleID=RJN0DANE4BHT353CANQD.
-
(2004)
Journal of Services Research
, vol.6
, Issue.4
, pp. 336-346
-
-
Mattila, A.S.1
Patterson, P.G.2
-
50
-
-
0035583879
-
"Analyzing service failures and recoveries: A process approach"
-
available at
-
Michel, S. (2001), "Analyzing service failures and recoveries: A process approach", International Journal of Service Industry Management, Vol. 12 No. 1, pp. 20-33, available at: http://doeserver.emeraldinsight.com/deliver/cw/mcb/09574233/v12n1/s2/ p20.htm?.
-
(2001)
International Journal of Service Industry Management
, vol.12
, Issue.1
, pp. 20-33
-
-
Michel, S.1
-
53
-
-
33751439181
-
"Radisson Hotels and Resorts 100% guest satisfaction guarantee"
-
Radisson Hotels and Resorts (2004) Radisson Hotel, Karlstad
-
Radisson Hotels and Resorts (2004), "Radisson Hotels and Resorts 100% guest satisfaction guarantee", Hotel Leaflet, Radisson Hotel, Karlstad.
-
(2004)
Hotel Leaflet
-
-
-
54
-
-
5844387920
-
-
Lawrence Erlbaum Publishers Mahwah, New Jersey, NJ
-
Salas, E. and Klein, G.A. (2001), Linking Expertise and Naturalistic Decision Making, Lawrence Erlbaum Publishers, Mahwah, New Jersey, NJ.
-
(2001)
Linking Expertise and Naturalistic Decision Making
-
-
Salas, E.1
Klein, G.A.2
-
56
-
-
0036213595
-
"The effect of customers' emotional responses to service failures on their recovery effort evaluation and satisfaction judgement"
-
available at
-
Smith, A.K. and Bolton, R.N. (2002), "The effect of customers' emotional responses to service failures on their recovery effort evaluation and satisfaction judgement", Journal of The Academy of Marketing Science, Vol. 30 No. 1, pp. 5-23, available at: http://jam.sagepub.com/cgi/content/abstract/30/1/ 5?maxtoshow=&HITS=10&hits=10&RESULTFORMAT= 1&andorexacttitle=and&andorexacttitleabs= and&andorexactfulltext=and&searchid= 1&FIRSTINDEX=40&sortspec=relevance&volume= 30&resourcetype=HWCIT.
-
(2002)
Journal of The Academy of Marketing Science
, vol.30
, Issue.1
, pp. 5-23
-
-
Smith, A.K.1
Bolton, R.N.2
-
57
-
-
0032372563
-
"Customer evaluation of service complaint experiences: Implications for relationship marketing"
-
available at
-
Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998), "Customer evaluation of service complaint experiences: Implications for relationship marketing", Journal of Marketing, Vol. 62 No. 2, pp. 60-77, available at: http://search.epnet.com/login.aspx?direct= true&db=buh&an=467989.
-
(1998)
Journal of Marketing
, vol.62
, Issue.2
, pp. 60-77
-
-
Tax, S.S.1
Brown, S.W.2
Chandrashekaran, M.3
-
58
-
-
20344399739
-
"Impact of process variation on customer dissatisfaction: Evidence from the US domestic airline industry"
-
available at
-
Tsikriktsis, N. and Heineke, J. (2004), "Impact of process variation on customer dissatisfaction: Evidence from the US domestic airline industry", Decision Science, Vol. 35 No. 1, pp. 129-41, available at: http://ejournals.ebsco.com/direct.asp?ArticleID= 9QCGGBGWA4K0TQC66AC5.
-
(2004)
Decision Science
, vol.35
, Issue.1
, pp. 129-141
-
-
Tsikriktsis, N.1
Heineke, J.2
-
59
-
-
84993104356
-
"Service skills for service workers: Emotional intelligence and beyond"
-
available at
-
Varca, P.E. (2004), "Service skills for service workers: Emotional intelligence and beyond", Managing Service Quality, Vol. 14 No. 6, pp. 457-67, available at: www.emeraldinsight.com/10.1108/ 09604520410569793.
-
(2004)
Managing Service Quality
, vol.14
, Issue.6
, pp. 457-467
-
-
Varca, P.E.1
-
61
-
-
84986172625
-
"Designing service guarantees - Is full satisfaction the best you can guarantee?"
-
available at
-
Wirtz, J. and Kum, D. (2001), "Designing service guarantees - is full satisfaction the best you can guarantee?", Journal of Services Marketing, Vol. 15 No. 4, pp. 282-99, available at: www.emeraldinsight.com/10.1108/EUM0000000005507.
-
(2001)
Journal of Services Marketing
, vol.15
, Issue.4
, pp. 282-299
-
-
Wirtz, J.1
Kum, D.2
-
62
-
-
2542597760
-
"Consumer responses to compensation, speed of recovery and apology after a service failure"
-
available at
-
Wirtz, J. and Mattila, A.S. (2004), "Consumer responses to compensation, speed of recovery and apology after a service failure", International Journal of Service Industry Management, Vol. 15 No. 2, pp. 150-66, available at: http://ejournals.ebsco.com/ direct.asp?ArticleID=KQ67ENYNBU6P1YH49TTL.
-
(2004)
International Journal of Service Industry Management
, vol.15
, Issue.2
, pp. 150-166
-
-
Wirtz, J.1
Mattila, A.S.2
-
63
-
-
84986057998
-
"Should a firm with a reputation for outstanding service quality offer a service guarantee?"
-
available at
-
Wirtz, J., Kum, D. and Lee, K.S. (2000), "Should a firm with a reputation for outstanding service quality offer a service guarantee?", Journal of Services Marketing, Vol. 14 No. 6, pp. 502-12, available at: www.emeraldinsight.com/10.1108/08876040010347615.
-
(2000)
Journal of Services Marketing
, vol.14
, Issue.6
, pp. 502-512
-
-
Wirtz, J.1
Kum, D.2
Lee, K.S.3
-
64
-
-
2342481795
-
"Knowledge based decision making on higher level strategic concerns: System dynamics approach"
-
available at
-
Yim, N.H., Kim, S.H., Kim, H.W. and Kwahk, K.Y. (2004), "Knowledge based decision making on higher level strategic concerns: System dynamics approach", Expert Systems with Applications, Vol. 27 No. 1, pp. 143-58, available at: www.sciencedirect.com/science?_ob= ArticleURL&_udi=B6V03-4BF62WD-1&_user=10&_handle= V-WA-A-W-AB-MsSAYVA-UUA-U-AACZVBAZBW-AACVUAWVBW-WBUAEBDB-AB-U&_fmt= summary&_coverDate=07%2F31%2F2004&_rdoc=13&_orig= browse&_scrh=%23toc%235635%232004%23999729998%23500595!&_cdi= 5635&view=c&_acct=C000050221&_version=1&_urlVersion= 0&_userid=10&md5=6815f1a855873d3a6419cfbbf0bb0f48.
-
(2004)
Expert Systems With Applications
, vol.27
, Issue.1
, pp. 143-158
-
-
Yim, N.H.1
Kim, S.H.2
Kim, H.W.3
Kwahk, K.Y.4
|