Analysing the preferred characteristics of frontline employees dealing with customer complaints: A cross-national Kano study

Author： Gruber Thorsten Abosag Ibrahim Reppel Alexander E. Szmigin Isabelle

Publisher： Emerald Group Publishing Ltd

ISSN： 1754-2731

Source： The TQM Journal, Vol.23, Iss.2, 2011-03, pp. : 128-144

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