Analysing the preferred characteristics of frontline employees dealing with customer complaints : a cross-national Kano study
Thorsten Gruber and Ibrahim Abosag; Alexander E. Reppel; Isabelle Szmigin
| 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. - Bingley : Emerald Group Publishing Limited, ISSN 1754-2731, ZDB-ID 2409387-7. - Vol. 23.2011, 2, p. 128-144
|
| Subject: | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Vergleich | Comparison | Großbritannien | United Kingdom | Saudi-Arabien | Saudi Arabia |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10008938678