Wu, Yu-Chi; Tsai, Chin-Shih; Hsiung, Hsiao-Wen; Chen, … - In: Journal of Services Marketing 29 (2015) 3, pp. 224-234
Purpose – The purpose of this paper is to develop an instrument to measure service competencies and explore the relationship between service competencies and service quality. Design/methodology/approach – Data were gathered from 207 frontline employees (FLEs). A confirmatory factor analysis...