Michel, John W.; Tews, Michael J.; Kavanagh, Michael J. - In: The Service Industries Journal 34 (2014) 13, pp. 1075-1091
The purpose of this study was to develop and validate a new measure of customer service job performance - the Customer-Centered Behavior (CCB) measure. The CCB measure draws on the content of over 15 existing measures, but captures in-role service performance focused on customer interactions in...