Quality in bank service encounters : assessing the equivalence of customers' and front-line employees' perceptions
Chrysi Alexiadou, Nikolaos Stylos, Andreas Andronikidis, Victoria Bellou, and Chris A. Vassiliadis
| Year of publication: |
2017
|
|---|---|
| Authors: | Alexiadou, Chrysi ; Stylos, Nikolaos ; Andronikidis, Andreas ; Bellou, Victoria ; Vassiliadis, Chris A. |
| Published in: |
International journal of quality & reliability management. - Bingley : Emerald Group Publishing Limited, ISSN 0265-671X, ZDB-ID 51787-2. - Vol. 34.2017, 9, p. 1431-1450
|
| Subject: | Service quality | Perceptions | Service encounters | Invariance analysis | Dienstleistungsqualität | Kundenzufriedenheit | Customer satisfaction | Wahrnehmung | Perception | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJQRM-04-2016-0049 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011805122