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The modern service industry is an important force of promoting economic growth and social sustainable development. By analyzing the importance of modern service industry to the construction of “Two-or...
Purpose This paper describes a model for Customer care management in an automotive service industry. Design/ methodology/approach – Customer care management (CCM) model is developed using TQM techni...
The International Journal of Service Industry Management brings together specialist areas of research for the benefit of those working in the service sector. Focusing on both the for-profit and non-pr...

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