Customer contact and the evaluation of s
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William O. Bearden; Manoj K. Malhotra; Kelly H. UscΓ‘tegui
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Article
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1998
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John Wiley and Sons
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English
β 156 KB
π 1 views
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