Quality in bank service encounters : assessing the equivalence of customers' and front-line employees' perceptions
Year of publication: |
2017
|
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Authors: | Alexiadou, Chrysi ; Stylos, Nikolaos ; Andronikidis, Andreas ; Bellou, Victoria ; Vassiliadis, Chris A. |
Published in: |
International journal of quality & reliability management. - Bingley : Emerald Group Publishing Limited, ISSN 0265-671X, ZDB-ID 51787-2. - Vol. 34.2017, 9, p. 1431-1450
|
Subject: | Service quality | Perceptions | Service encounters | Invariance analysis | Dienstleistungsqualität | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Wahrnehmung | Perception | Konsumentenverhalten | Consumer behaviour | Bank |
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