Oral participation in retail service delivery: a comparison of the roles of contact personnel and customers

Author： Baron Steve Harris Kim Davies Barry J

ISSN： 0309-0566

Source： European Journal of Marketing, Vol.30, Iss.9, 1996-09, pp. : 75-90

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

Customers' perception of electronic service delivery in the UK retail banking sector

By Ibrahim Essam E. Joseph Matthew Ibeh Kevin I.N.

The International Journal of Bank Marketing, Vol. 24, Iss. 7, 2006-12 ,pp. : 475-493

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Customers as oral participants in a service setting

By Harris Kim Baron Steve Ratcliffe Julie

Journal of Services Marketing, Vol. 9, Iss. 4, 1995-04 ,pp. : 64-76

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Service failures and recovery in retail banking: the customers' perspective

By Lewis Barbara R Spyrakopoulos Sotiris

The International Journal of Bank Marketing, Vol. 19, Iss. 1, 2001-02 ,pp. : 37-48

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Effects of retail employees' behaviours on customers' service evaluation

By Jayawardhena Chanaka Farrell Andrew M.

International Journal of Retail & Distribution Management, Vol. 39, Iss. 3, 2011-03 ,pp. : 203-217

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Customer participation in retail service: lessons from Brecht

By Harris Kim Harris Richard Baron Steve

International Journal of Retail & Distribution Management, Vol. 29, Iss. 8, 2001-07 ,pp. : 359-369

Emerald Group Publishing Ltd

Access to resources Recommend Favorite