Service Encounter Conceptualisation: Employees' Service Behaviours and Customers' Service Quality Perceptions

Andrew M. Farrell, Anne L. Souchon, Geoffrey R. Durden
  • Journal of Marketing Management, June 2001, Taylor & Francis
  • DOI: 10.1362/026725701323366944

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http://dx.doi.org/10.1362/026725701323366944

The following have contributed to this page: Anne Souchon