Service Encounter Conceptualisation: Employees' Service Behaviours and Customers' Service Quality Perceptions
| Year of publication: |
2001
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|---|---|
| Authors: | Farrell, Andrew M. ; Souchon, Anne L. ; Durden, Geoffrey R. |
| Published in: |
Journal of marketing management : MM. - Abingdon : Routledge, Taylor & Francis Group, ISSN 0267-257X, ZDB-ID 6459717. - Vol. 17.2001, 5-6, p. 577-594
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