Explaining why employee-customer orientation influences customers' perceptions of the service encounter
Year of publication: |
2013
|
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Authors: | Gazzoli, Gabriel ; Hancer, Murat ; Kim, Peter Beomcheol |
Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 24.2013, 4, p. 382-400
|
Subject: | Employee-customer orientation | Job satisfaction | Employee commitment | Customer's perception of interaction quality | Customer satisfaction | Employees | Customers | Kundenzufriedenheit | Arbeitszufriedenheit | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Wahrnehmung | Perception | Mitarbeiterbindung | Employee retention |
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