The facilitating dynamic of customer-employee satisfaction : contributions from the person-centred approach to service encounters
Year of publication: |
2019
|
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Authors: | Chinchilla, Andrés ; Sepúlveda, César J. ; Madero, Sergio |
Published in: |
International journal of services and operations management. - Olney : Inderscience, ISSN 1744-2370, ZDB-ID 2186492-5. - Vol. 32.2019, 3, p. 339-361
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Subject: | service encounters | person-centred approach | service experience | service attitudes | instrumental case study | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Dienstleistungssektor | Service industry |
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