TY  -  
T1  - Be(com)ing normal - not excellent 
SN  -  /  
UR  - http://hdl.handle.net/10138/36890 
T3  -  
A1  - Skålen, Per; Fougère, Martin 
A2  -  
PB  - Emerald Group Publishing Ltd 
Y1  - 2007 
LA  - eng 
AB  - ... 
VO  -  
IS  -  
SP  -  
OP  -  
KW  - critical management; management power; customer service management; gap analysis; SERVICE QUALITY; CUSTOMER CARE; POWER; SUBJECTIVITY; EXPECTATIONS; PERCEPTIONS; PERSPECTIVE; MANAGEMENT; WORK 
N1  -   
PP  -  
ER  -