An examination of service-related antece
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Chester C. Borucki; Michael J. Burke
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Article
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1999
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John Wiley and Sons
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English
⚖ 178 KB
Using two waves of store ®nancial data and survey data collected from 34,866 and 34,365 employees and 30,239 and 33,299 customers who shopped at 594 stores of a large U.S. retail company we tested path models relating importance of service to management, service climate variables, sales personnel se