Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint‐handling encounters

  • Thorsten Gruber, Isabelle Szmigin, Roediger Voss
  • Journal of Services Marketing, September 2009, Emerald
  • DOI: 10.1108/08876040910985889

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http://dx.doi.org/10.1108/08876040910985889

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