Analysing the preferred characteristics of frontline employees dealing with customer complaints

  • A cross‐national Kano study
  • Thorsten Gruber, Ibrahim Abosag, Alexander E. Reppel, Isabelle Szmigin
  • The TQM Journal, March 2011, Emerald
  • DOI: 10.1108/17542731111110203

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http://dx.doi.org/10.1108/17542731111110203

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