Explaining why employee-customer orientation influences customers' perceptions of the service encounter

Journal of Service Management

Volumn 24, Issue 4, 2013, Pages 382-400

  Gazzoli, Gabriel ^a   Hancer, Murat ^a  

^a OKLAHOMA STATE UNIVERSITY   (United States)

^b Peter)   (New Zealand)

Author keywords

Customer satisfaction; Customer's perception of interaction quality; Customers; Employee commitment; Employee customer orientation; Employees; Job satisfaction

Indexed keywords

EID: 84880777563     PISSN: 17575818     EISSN: None     Source Type: Journal    
DOI: 10.1108/JOSM-09-2012-0192     Document Type: Article

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