Customer Service Behaviours in Korea and Implications for Training: Lessons from an Exploratory Critical Incidents Study of Customer and Employee Service Encounters

Author： Kim Namhee   Mclean Gary  

Publisher： Routledge Ltd

ISSN： 1360-2381

Source： Asia Pacific Business Review, Vol.13, Iss.1, 2007-01, pp. : 1-20

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

Customer and employee views of critical service incidents

By Chung-Herrera Beth G   Goldschmidt Nadav   Hoffman K Doug  

Journal of Services Marketing, Vol. 18, Iss. 4, 2004-04 ,pp. : 241-254

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Intercultural service encounters: an exploratory study of customer experiences

By Barker Sunita   Härtel Charmine E.J.  

Cross Cultural Management, Vol. 11, Iss. 1, 2004-01 ,pp. : 3-14

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Employee behavior, feelings of warmth and customer perception in service encounters

By Lemmink Jos   Mattsson Jan  

International Journal of Retail & Distribution Management, Vol. 30, Iss. 1, 2002-02 ,pp. : 18-33

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Effects of contact employee supports on critical employee responses and customer service evaluation

By Yoon Mahn Hee   Seo Jai Hyun   Yoon Tae Seog  

Journal of Services Marketing, Vol. 18, Iss. 5, 2004-05 ,pp. : 395-412

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Critical service quality encounters on the Web: an exploratory study

By Sweeney Jillian C   Lapp Wade  

Journal of Services Marketing, Vol. 18, Iss. 4, 2004-04 ,pp. : 276-289

Emerald Group Publishing Ltd

Access to resources Recommend Favorite