@misc{LoefflerBaier2014, author = {Stephanie L{\"o}ffler and Daniel Baier}, title = {Using critical incidents to validate the direct measurement of attribute importance and performance when analyzing services}, booktitle = {Journal of Service Science and Management}, volume = {6}, number = {5a}, issn = {1940-9893}, url = {http://www.scirp.org/journal/PaperInformation.aspx?PaperID=41338}, institution = {FG ABWL, insbesondere Marketing}, type = {articler}, pages = {1 -- 11}, year = {2014}, }