@article{ journals/bpmj/BattagliaBSP12,
  added-at = {2013-09-13T00:00:00.000+0200},
  author = {Battaglia, Daniel and Borchardt, Miriam and Sellitto, Miguel Afonso and Pereira, Giancarlo Medeiros},
  biburl = {http://www.bibsonomy.org/bibtex/2032f05e088130cc4174e7b834a834a1e/dblp},
  ee = {http://dx.doi.org/10.1108/14637151211283366},
  interhash = {19b6fcdb674dd9a666336a746f7fc03b},
  intrahash = {032f05e088130cc4174e7b834a834a1e},
  journal = {Business Proc. Manag. Journal},
  keywords = {dblp},
  number = {6},
  pages = {949-963},
  title = {Service recovery: a method for assessing performance.},
  url = {http://dblp.uni-trier.de/db/journals/bpmj/bpmj18.html#BattagliaBSP12},
  volume = {18},
  year = {2012}
}

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