Reputation Gaps and the performance of service organizations

Strategic Management Journal

Volumn 31, Issue 5, 2010, Pages 530-546

  Davies, Gary ^a   Chun, Rosa ^a   Kamins, Michael A ^b  

^a UNIVERSITY OF MANCHESTER   (United Kingdom)

^b STONY BROOK UNIVERSITY   (United States)

Author keywords

Assimilation; Contrast; Reputation; Reputation gaps; Sales growth

Indexed keywords

BUSINESS UNITS; CONTRAST EFFECTS; CUSTOMER PERCEPTIONS; DIFFERENTIAL EFFECT; EMPLOYEE PERCEPTIONS; FINANCIAL PERFORMANCE; POOR PERFORMANCE; SALES GROWTH; SERVICE BUSINESS; SERVICE ORGANIZATIONS; SMALL GAPS;

CUSTOMER SATISFACTION; PERSONNEL; SOCIETIES AND INSTITUTIONS;

SALES;

EID: 77952228242     PISSN: 01432095     EISSN: 10970266     Source Type: Journal    
DOI: 10.1002/smj.825     Document Type: Article

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