Customer satisfaction and retention: The experiences of individual employees

Managing Service Quality: An International Journal

Volumn 14, Issue 1, 2004, Pages 40-57

  Hansemark, Ove C ^a   Albinsson, Marie ^a  

^a UNIVERSITY WEST   (Sweden)

Author keywords

Banks; Customer retention; Customer satisfaction; Employees involvement; Phenomenology

Indexed keywords

EID: 84993110614     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520410513668     Document Type: Article

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