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dc.contributor.authorAndreassen, Tor W.
dc.contributor.authorOlsen, Line Lervik
dc.date.accessioned2009-08-19T09:39:41Z
dc.date.issued2008
dc.identifier.citationManaging Service Quality, 2008, 18(4): 309-328en
dc.identifier.issn0960-4529
dc.identifier.urihttp://hdl.handle.net/11250/93324
dc.descriptionOriginally published in Managing Service Quality: http://info.emeraldinsight.com/products/journals/journals.htm?PHPSESSID=aglt9jat9sg6q5ktqv4g8cr1o3&id=msq&id=msqen
dc.description.abstractThe study is motivated by business' mixed response to increasing demand for customer service, leaving the question as to its impact on performance open. The study is concerned with the impact of customers' perception of customer service (bad/good) on variables that are known to drive revenue, i.e. customer satisfaction, perceived relative attractiveness, and commitment.en
dc.format.extent243215 bytes
dc.format.mimetypeapplication/pdf
dc.language.isoengen
dc.publisherEmeralden
dc.titleThe impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractivenessen
dc.typeJournal articleen
dc.typePeer revieweden
dc.source.pagenumber309-328en
dc.source.volume18en
dc.source.journalManaging Service Qualityen
dc.source.issue4en
dc.identifier.doihttp://dx.doi.org/10.1108/09604520810885581


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