Can customers detect script usage in service encounters? : an experimental video analysis
Year of publication: |
2012
|
---|---|
Authors: | Victorino, Liana ; Verma, Rohit ; Bonner, Bryan L. ; Wardell, Don G. |
Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 15.2012, 4, p. 390-400
|
Subject: | Kundenservice | Customer service | Anforderungsprofil | Occupational profile | Dienstleistungsmanagement | Service management | Konsumentenverhalten | Consumer behaviour | Experiment | Hotellerie | Hotel industry | USA | United States |
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