The effects of emotional dissonance and employee's empowerment on service quality and customer satisfaction perception: customer level analysis
The performance of customer contact employees is essential in ensuring the success or failure of the service exchange. Employees’ personal conduct and attitude play an important role in affecting customer’s awareness of the quality of service delivered. This study contributes to the current body of...
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| Format: | Article |
| Language: | English |
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Faculty of Economics and Management, Universiti Putra Malaysia
2008
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| Online Access: | http://psasir.upm.edu.my/id/eprint/39431/1/39431.pdf |