Does standardized service fit all? : novel service encounter in frontline employee-customer interface
Year of publication: |
2014
|
---|---|
Authors: | Lai, John ; Lui, Steven S. ; Hon, Alice H. Y. |
Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-6119, ZDB-ID 1161434-1. - Vol. 26.2014, 8, p. 1341-1363
|
Subject: | Creativity | Service innovation | Customer service | Improvisation | Services marketing | Service encounter | Frontline staff | Standardized service | Participant overvation | Method triangulation | Retail outlets | Tourists | Kundenservice | Dienstleistungssektor | Service industry | Dienstleistung | Services | Kundenzufriedenheit | Customer satisfaction | Standardisierung | Standardization | Dienstleistungsmarketing | Dienstleistungsqualität | Service quality | Kreativität |
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Does standardized service fit all?
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