Service quality of frontline employees : a profile deviation analysis
Year of publication: |
2013
|
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Authors: | Malhotra, Neeru ; Mavondo, Felix ; Mukherjee, Avinandan ; Hooley, Graham J. |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 66.2013, 9, p. 1338-1344
|
Subject: | Dienstleistungsqualität | Service quality | Verkaufspersonal | Salespeople | Privatkundengeschäft | Personal banking | Varianzanalyse | Analysis of variance | Kontingenztheorie | Contingency theory |
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