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Impact of Services, Met Needs, and Service Empowerment on Consumer Outcomes

✍ Scribed by Dee Roth; Dushka Crane-Ross


Book ID
110327019
Publisher
Springer
Year
2002
Tongue
English
Weight
243 KB
Volume
4
Category
Article
ISSN
1522-3434

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✍ Beverley A. Sparks; Graham L. Bradley; Victor J. Callan πŸ“‚ Article πŸ“… 1997 πŸ› John Wiley and Sons 🌐 English βš– 144 KB πŸ‘ 2 views

Empowering front-line staff to deal with service failures has been proposed as a method of recovering from service breakdown and ensuring greater customer satisfaction. However, no empirical study has investigated consumer responses to empowerment strategies. This research investigates the effect on