Script usage in standardized and customized service encounters : implications for perceived service quality
Liana Victorino; Rohit Verma; Don G. Wardell
| Year of publication: |
2013
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|---|---|
| Authors: | Victorino, Liana ; Verma, Rohit ; Wardell, Don G. |
| Published in: |
Production and operations management : an international journal of the Production and Operations Management Society. - Hoboken, NJ : Wiley-Blackwell, ISSN 1059-1478, ZDB-ID 1108460-1. - Vol. 22.2013, 3, p. 518-534
|
| Subject: | service script | service design | service quality | service encounter | video experiment | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour | Dienstleistung | Services | Dienstleistungsmanagement | Service management |
| 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/10009760480