Does standardized service fit all? : novel service encounter in frontline employee-customer interface
John Lai; Steven S. Lui; Alice H. Y. Hon
| Year of publication: |
2014
|
|---|---|
| Authors: | Lai, John ; Lui, Steven S. ; Hon, Alice H. Y. |
| Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-6119, ZDB-ID 1161434-1. - Vol. 26.2014, 8, p. 1341-1363
|
| Subject: | Creativity | Service innovation | Customer service | Improvisation | Services marketing | Service encounter | Frontline staff | Standardized service | Participant overvation | Method triangulation | Retail outlets | Tourists | Kundenservice | Dienstleistungsmarketing | Kundenzufriedenheit | Customer satisfaction | Standardisierung | Standardization | Dienstleistungsqualität | Service quality | Dienstleistungssektor | Service industry | Dienstleistung | Services | Kreativität | Dienstleistungsmanagement | Service management | Gastgewerbe | Hospitality industry |
| 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/10010467877