Service Encounter Conceptualisation: Employees' Service Behaviours and Customers' Service Quality Perceptions

Author： Farrell Andrew M.   Souchon Anne L.   Durden Geoffrey R.  

Publisher： Routledge Ltd

ISSN： 0267-257X

Source： Journal of Marketing Management, Vol.17, Iss.5-6, 2001-06, pp. : 577-593

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