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The Impact of Empowerment on Customer Contact Employees' Roles in Service Organizations

✍ Scribed by Chebat, J.-C.; Kollias, P.


Book ID
125527935
Publisher
SAGE Publications
Year
2000
Tongue
English
Weight
167 KB
Volume
3
Category
Article
ISSN
1094-6705

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✍ Veronica Liljander; Jan Mattsson πŸ“‚ Article πŸ“… 2002 πŸ› John Wiley and Sons 🌐 English βš– 159 KB

## Abstract The influence of customers' affective states on the evaluation of service encounters has been conceptually discussed for more than a decade. However, empirical studies, field studies in particular, are scarce. Recent studies have contributed to the area by empirically demonstrating mood