CRM and retail service quality : front-line employee perspectives
Year of publication: |
2012
|
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Authors: | O'Reilly, Kelly ; Paper, David |
Published in: |
International journal of retail & distribution management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-0552, ZDB-ID 1026884-4. - Vol. 40.2012, 11, p. 865-881
|
Subject: | Grounded Theory | Grounded theory | Beziehungsmarketing | Relationship marketing | Einzelhandel | Retail trade | Organisatorischer Wandel | Organizational change | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Marketingmanagement | Marketing management | Handelsforschung | Retail research |
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