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Sutton, 2014 - Google Patents

Adapting the human sigma instrument to enhance the employee-customer encounter

Sutton, 2014

Document ID
6155655223082233654
Author
Sutton C
Publication year
Publication venue
Journal of applied management and entrepreneurship

External Links

Snippet

Traditionally, research into service quality management has been undertaken from the perspective of a person's (customer's) satisfaction within service encounters through the expectancy-disconfirmation theory. Indeed, this has been one of the main concepts for …
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Classifications

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