Managing customer expectations in the service encounter

International Journal of Service Industry Management

Volumn 15, Issue 1, 2004, Pages 54-71

  Coye, Ray W ^a  

^a DEPAUL UNIVERSITY   (United States)

Author keywords

Consumer research; Service control; Service delivery; Specific performance standard

Indexed keywords

EID: 2442629405     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230410523330     Document Type: Review

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