Jayawardhena, Chanaka; Farrell, Andrew M. - In: International Journal of Retail & Distribution Management 39 (2011) 3, pp. 203-217
Purpose – The purpose of this paper is to test a conceptual model of the effects of customer and service orientation (SO) behaviours of individual retail employees on individual customers' perceptions of service encounter quality (SEQ), service quality (SQ), value, satisfaction, and...