Similar Search Results

What do customers expect of travel agent-customer interactions? : measuring and improving customer experience in interactions with travel agents

Wu, Yu-Chi; Lee, Hsiang-Ming; Liao, Pin-Ru - In: Journal of travel and tourism marketing 35 (2018) 8, pp. 1000-1012

Persistent link: https://www.econbiz.de/10011941816

Linkage between frontline employee service competence scale and customer perceptions of service quality

Wu, Yu-Chi; Tsai, Chin-Shih; Hsiung, Hsiao-Wen; Chen, … - In: The journal of services marketing 29 (2015) 3, pp. 224-234

Persistent link: https://www.econbiz.de/10011308998

Linkage between frontline employee service competence scale and customer perceptions of service quality

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...

Persistent link: https://www.econbiz.de/10014905915