Developing customer service innovations for service employees: The effects of NSD characteristics on internal innovation magnitude

Journal of Service Research

Volumn 14, Issue 2, 2011, Pages 164-179

  Umashankar, Nita ^a   Srinivasan, Raji ^b   Hindman, Dustin ^c  

^a GEORGIA STATE UNIVERSITY   (United States)

^b UNIVERSITY OF TEXAS AT AUSTIN   (United States)

^c DELL INC   (United States)

Author keywords

customer service; internal marketing; product recovery; service employees; service innovation

Indexed keywords

EID: 79955538047     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670511401007     Document Type: Article

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