Script Usage in Standardized and Customized Service Encounters: Implications for Perceived Service Quality
Year of publication: |
2013
|
---|---|
Authors: | Victorino, Liana ; Verma, Rohit ; Wardell, Don G. |
Published in: |
Production and operations management : an international journal of the Production and Operations Management Society. - Hoboken, NJ : Wiley-Blackwell, ISSN 1059-1478, ZDB-ID 11084601. - Vol. 22.2013, 3, p. 518-534
|
Saved in:
Saved in favorites
Similar items by person
-
Victorino, Liana, (2013)
-
Can customers detect script usage in service encounters? : an experimental video analysis
Victorino, Liana, (2012)
-
Ding, David Xin, (2010)
- More ...