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Customer-oriented behaviour of front-line service employees: the need to be both willing and able
Pimpakorn, Narumon; Patterson, Paul G. - In: Australasian marketing journal 18 (2010) 2, pp. 57-65
Persistent link: https://www.econbiz.de/10003975204
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Frontline employees’ cognitive appraisals and well-being in the face of customer aggression in an Eastern, collectivist culture
Chuanchuen, Akkawanitcha; Patterson, Paul G.; … - In: The journal of services marketing 29 (2015) 4, pp. 268-279
Persistent link: https://www.econbiz.de/10011406402
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In pursuit of service productivity and customer satisfaction : the role of resources
Lee, Jenny Jiyeon; Patterson, Paul G.; Ngo, Liem Viet - In: European journal of marketing : EJM 51 (2017) 11/12, pp. 1836-1855
Persistent link: https://www.econbiz.de/10011773769