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~person:"Kania, Nathalie"
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bank services
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communication skills
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competence
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customer expectations
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customer satisfaction
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dyadic approach
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employee behaviour
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friendliness
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frontline employees
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honesty
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Kania, Nathalie
Peri, Giovanni
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International Journal of Services, Economics and Management
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Understanding satisfying service encounters in retail banking - a dyadic perspective
Kania, Nathalie
;
Gruber, Thorsten
- In:
International Journal of Services, Economics and Management
5
(
2013
)
3
,
pp. 222-255
, competence, responsiveness, honesty, and
communication
skills
. …
Persistent link: https://www.econbiz.de/10010816543
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