Woratschek, H and Popp, B and Horbel, C
(2017)
"Merkmalsorientierte Ansätze der Qualitätsmessung."
In: Corsten, H and Roth, S, (eds.)
Handbuch Dienstleistungsmanagement.
Vahlen Franz Gmbh, München, pp. 1197-1217.
ISBN 978-3-8006-5242-6, 3800652420
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