Knowledge management in service encounters: Impact on customers' satisfaction evaluations

Journal of Knowledge Management

Volumn 15, Issue 3, 2011, Pages 513-527

  Guchait, Priyanko ^a   Namasivayam, Karthik ^a   Lei, Pui Wa ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Customer satisfaction; Customer service management; Knowledge management; Relationship marketing; Service levels

Indexed keywords

EID: 79955935447     PISSN: 13673270     EISSN: None     Source Type: Journal    
DOI: 10.1108/13673271111137466     Document Type: Article

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