Customer expectation dimensions of voice-to-voice service encounters: a scale-development study

Author: Burgers Arjan   Ruyter Ko de   Keen Cherie   Streukens Sandra  

Publisher: Emerald Group Publishing Ltd

ISSN: 0956-4233

Source: International Journal of Service Industry Management, Vol.11, Iss.2, 2000-02, pp. : 142-161

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