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Service improvement in Hong Kong retail banking through satisfied and committed employees
Wong, Macy; Cheung, Ronnie - In: International journal of process management and … 4 (2014) 1, pp. 3-21
Persistent link: https://www.econbiz.de/10010390789
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A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes
Yue, Yumeng; Zettna, Nate; Cheng, Shuoxin; Nguyen, Helena - In: Journal of service management 34 (2023) 5, pp. 941-969
Persistent link: https://www.econbiz.de/10014456519
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It went downhill from there : the spillover effect from previous customer mistreatment on frontline employees' service delivery
Yue, Yumeng; Wang, Karyn L.; Groth, Markus - In: Journal of service research 25 (2022) 3, pp. 478-493
Persistent link: https://www.econbiz.de/10013395983