Does culture impact preferred employee attributes in complaint-handling encounters?
Thorsten Gruber, Ibrahim Abosag, Alexander Reppel, Isabelle Szmigin and Martin Löfgren
| Year of publication: |
2013
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|---|---|
| Authors: | Gruber, Thorsten ; Abosag, Ibrahim ; Reppel, Alexander ; Szmigin, Isabelle ; Löfgren, Martin |
| Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 24.2013, 11, p. 1301-1315
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| Subject: | complaint handling | Kano theory of attractive quality | service encounters | cross-national comparison | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Kulturelle Identität | Cultural identity |
| 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/10010208056