Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention

International Journal of Service Industry Management

Volumn 15, Issue 5, 2004, Pages 460-478

  Hennig Thurau, Thorsten ^a  

^a BAUHAUS UNIVERSITY WEIMAR   (Germany)

Author keywords

Customer orientation; Customer retention; Customer satisfaction; Employees; Service industries

Indexed keywords

EID: 8644258463     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230410564939     Document Type: Review

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