Stemming the tide: Dealing with the imbalance of customer relationship quality with the key contact employee versus with the firm

Journal of Services Marketing

Volumn 22, Issue 7, 2008, Pages 533-549

  Wang, Sijun ^a   Davis, Lenita ^b  

^a CALIFORNIA STATE POLYTECHNIC UNIVERSITY   (United States)

^b UNIVERSITY OF ALABAMA   (United States)

Author keywords

Customer service management; Customers; Employees; Service industries

Indexed keywords

EID: 54049130041     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040810909668     Document Type: Article

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