Customer perceptions of frontline employee service delivery : a study of Russian bank customer satisfaction and behavioural intentions
Michel Rod, Nicholas J. Ashill, Tanya Gibbs
| Year of publication: |
May 2016
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| Authors: | Rod, Michel ; Ashill, Nicholas J. ; Gibbs, Tanya |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 30.2016, p. 212-221
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| Subject: | Customer Satisfaction | Gender | Survey | Russia | Core and relational service | Behavioural intentions | Kundenzufriedenheit | Customer satisfaction | Russland | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Bank | Beziehungsmarketing | Relationship marketing | Geschlecht | Kundenservice | Customer service | Privatkundengeschäft | Personal banking |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2016.02.005 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011473203