Front-line Employee versus Customer Perceptions of Quality Attributes - Financial advisors often fail to accurately identify service quality attributes that are important to their customers.
| Year of publication: |
2013
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|---|---|
| Authors: | Julien, Anne ; Tsoni, Christina |
| Published in: |
Quality management journal : QMJ. - Milwaukee, Wis. : ASQC, ISSN 1068-6967, ZDB-ID 12271081. - Vol. 20.2013, 2, p. 48-59
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