Does culture impact preferred employee attributes in complaint-handling encounters?
Year of publication: |
2013
|
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Authors: | Gruber, Thorsten ; Abosag, Ibrahim ; Reppel, Alexander ; Szmigin, Isabelle ; Löfgren, Martin |
Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 24.2013, 11, p. 1301-1315
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Subject: | complaint handling | Kano theory of attractive quality | service encounters | cross-national comparison | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Deutschland | Germany |
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