Applying a severity-performance loss analysis in service failure research. - Hsi-Tien Chen; Chun-Min Kuo (J. Serv. Sci. Res., 2017)

Developing a smart system with Industry 4.0 for customer dissatisfaction. - Chun-Min Kuo; Wen-Yuan Chen; Chin-Yao Tseng; Chang Ting Kao (Ind. Manag. Data Syst., 2021)