Understanding satisfying service encounters in retail banking : a dyadic perspective
Nathalie Kania; Thorsten Gruber
| Year of publication: |
2013
|
|---|---|
| Authors: | Kania, Nathalie ; Gruber, Thorsten |
| Published in: |
International journal of services, economics and management. - Genève : Inderscience Enterprises, ISSN 1753-0822, ZDB-ID 2422828-X. - Vol. 5.2013, 3, p. 222-255
|
| Subject: | service encounter | service quality | retail banking | dyadic approach | customer satisfaction | customer expectations | frontline employee behaviour | service dominant logic | means-end approach | laddering | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Privatkundengeschäft | Personal banking | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Dienstleistungsmanagement | Service management | Verkaufspersonal | Salespeople |
| 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://ebvufind01.dmz1.zbw.eu/10010255101