Schlager, Tobias; Bodderas, Mareike; Maas, Peter; Luc … - In: Journal of Services Marketing 25 (2011) 7, pp. 497-508
Purpose – There is scientific consensus that employees' attitudes have a fundamental impact on customers' experiences. This paper seeks to focus on how to create favourable employee attitudes that are relevant for the creation of the service brand. In this context, the aim is to develop a...