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Critical Service Encounters: The Employee's Viewpoint

1994; SAGE Publishing; Volume: 58; Issue: 4 Linguagem: Inglês

10.2307/1251919

1547-7185

Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr,

Service and Product Innovation

In service settings, customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee. Previous research has identified the so...