A model of the antecedents of should and will service expectations
Michel Laroche, Maria Kalamas, Adélaıde Cézard
págs. 291-308
Customer Service in UK call centres: : organisational perspectives and employee perceptions
Gavin Brown, Gillian Maxwell
págs. 309-316
An unplanned commercial district in a fast-growing city: a case study of Shenzhen, China
James Jixian Wang, Jiang Xu
págs. 317-326
Customer satisfaction in European food retailing
Hans Jorn Juhl, Peder Østergaard, Kai Kristensen
págs. 327-334
S.C. Lonial, P.S. Raju
págs. 335-348
págs. 349-350
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