-
1
-
-
84986109819
-
What summer break, 1 July
-
American Demographics (2001), “What summer break”, 1 July, p. 64.
-
(2001)
American Demographics
, pp. 64
-
-
-
2
-
-
1842510638
-
Customization of the service experience: the role of the frontline employee
-
Bettencourt, L.A. and Gwinner, K. (1996), “Customization of the service experience: the role of the frontline employee”, International Journal of Service Industry Management, Vol. 7 No. 2, pp. 3-20.
-
(1996)
International Journal of Service Industry Management
, vol.7
, pp. 3-20
-
-
Bettencourt, L.A.1
Gwinner, K.2
-
3
-
-
84986152584
-
-
available at: www.bls.gov/oco/cg/cgs031.htm
-
Bureau of Labor Statistics (2001), available at: www.bls.gov/oco/cg/cgs031.htm
-
(2001)
-
-
-
4
-
-
0007385677
-
The power of personal recognition
-
July
-
Davidson, L. (1999), “The power of personal recognition”, Workforce, July, pp. 44-9.
-
(1999)
Workforce
, pp. 44-49
-
-
Davidson, L.1
-
5
-
-
84871478856
-
-
available at: http://208.247.232.62/media/f-stats.htm
-
International Association of Amusement Parks and Attractions (2001), Industry Statistics, available at: http://208.247.232.62/media/f-stats.htm
-
(2001)
Industry Statistics
-
-
-
7
-
-
84986091131
-
Don't underestimate the power of celebration
-
August
-
Millis, M. (1999), “Don't underestimate the power of celebration”, Credit Union Magazine, August, pp. 15-16.
-
(1999)
Credit Union Magazine
, pp. 15-16
-
-
Millis, M.1
-
8
-
-
84986143262
-
Process factors in service delivery: what employee effort means to customers
-
in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), JAI Press, Greenwich, CT.
-
Mohr, L.A. and Bitner, M.J. (1995), “Process factors in service delivery: what employee effort means to customers”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 4, JAI Press, Greenwich, CT.
-
(1995)
Advances in Services Marketing and Management
, vol.4
-
-
Mohr, L.A.1
Bitner, M.J.2
-
9
-
-
79958002535
-
-
Educational Institute – American Hotel and Motel Association, Lansing, MI.
-
Woods, R.H. (1997), Human Resources Management, 2nd ed., Educational Institute – American Hotel and Motel Association, Lansing, MI.
-
(1997)
Human Resources Management, 2nd ed.
-
-
Woods, R.H.1
-
10
-
-
0003985482
-
-
Irwin McGraw-Hill Publishing, New York, NY.
-
Zeithaml, V. and Bitner, M.J. (2000), Service Marketing: Integrating Customer Focus across the Firm, 2nd ed., Irwin McGraw-Hill Publishing, New York, NY.
-
(2000)
Service Marketing: Integrating Customer Focus across the Firm, 2nd ed.
-
-
Zeithaml, V.1
Bitner, M.J.2
|