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Implications for Service Design

✍ Scribed by Richard Williams


Book ID
111205051
Publisher
John Wiley and Sons
Year
2005
Tongue
English
Weight
65 KB
Volume
10
Category
Article
ISSN
1475-357X

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A contingency framework is developed as a means of understanding the relationship between the level of customer contact and service satisfaction. Level of contact is defined as the extent of interpersonal interaction between the service customer and the service provider's boundary personnel. Consist