Managing the delayed service encounter: The role of employee action and customer prior experience

Journal of Services Marketing

Volumn 12, Issue 3, 1998, Pages 195-208

  Sarel, Dan ^a   Marmorstein, Howard ^a  

^a UNIVERSITY OF MIAMI   (United States)

Author keywords

Banking; Customer satisfaction; Employee attitudes; Service quality; Services marketing

Indexed keywords

EID: 84986043558     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876049810219511     Document Type: Article

References (18)

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