The service climate-firm performance chain: The role of customer retention

Human Resource Management

Volumn 50, Issue 3, 2011, Pages 391-406

  Towler, Annette ^a   Lezotte, Daniel V ^b   Burke, Michael J ^c  

^a DEPAUL UNIVERSITY   (United States)

^b APTMetrics Inc   (United States)

^c TULANE UNIVERSITY   (United States)

Author keywords

Concern for customers; Concern for employees; Customer retention; Customer satisfaction; Firm performance; Service climate

Indexed keywords

EID: 79957479683     PISSN: 00904848     EISSN: 1099050X     Source Type: Journal    
DOI: 10.1002/hrm.20422     Document Type: Article

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