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The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, this book explores the factors that determine the performance of service providers, and points to important managerial implications.
- Format: Inbunden
- ISBN: 9780230514973
- Språk: Engelska
- Antal sidor: 236
- Utgivningsdatum: 2008-04-01
- Förlag: Palgrave Macmillan