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Journals
Production Engineering Archives
Volume 25 (2019): Issue 25 (December 2019)
Open Access
Customer Journey Clue-based Service Failure Prevention
Ruth April A. Labajan
Ruth April A. Labajan
and
Pisut Koomsap
Pisut Koomsap
| Dec 30, 2019
Production Engineering Archives
Volume 25 (2019): Issue 25 (December 2019)
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Published Online:
Dec 30, 2019
Page range:
21 - 34
Received:
Sep 20, 2019
Accepted:
Nov 23, 2019
DOI:
https://doi.org/10.30657/pea.2019.25.05
Keywords
customer-centric service failure prevention
,
customer journey
,
service clues
,
customer-oriented FMEA
© 2019 Ruth April A. Labajan et al., published by Sciendo
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.
Ruth April A. Labajan
Industrial and Manufacturing Engineering, Asian Institute of Technology,
Pisut Koomsap
Industrial and Manufacturing Engineering, Asian Institute of Technology,