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Journal Article
Pritchard, Michael and Silvestro, Rhian (2005) Applying the service profit chain to analyse retail performance : the case of the managerial strait-jacket? International Journal of Service Industry Management, 16 (3-4). pp. 337-356. doi:10.1108/09564230510613997 ISSN 0956-4233.
Silvestro, Rhian (2005) Applying gap analysis in the health service to inform the service improvement agenda. International Journal of Quality & Reliability Management, 22 (3). pp. 215-233. doi:10.1108/02656710510582462 ISSN 0265-671X.