Analysing the preferred characteristics of frontline employees dealing with customer complaints: A cross-national Kano study
| Year of publication: |
2011
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|---|---|
| Authors: | Gruber, Thorsten ; Abosag, Ibrahim ; Reppel, Alexander E. ; Szmigin, Isabelle |
| Published in: |
The TQM journal : the international review of organizational improvement. - Bradford : Emerald Group Publ., ISSN 1754-2731, ZDB-ID 24093877. - Vol. 23.2011, 2 (1.3.), p. 128-145
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