Managing customer expectations in the service encounter
Author:
Publisher
Emerald
Subject
Management of Technology and Innovation,Strategy and Management,General Business, Management and Accounting
Reference30 articles.
1. The Development and Motivational Function of Expectations
2. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
3. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
4. A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
5. An Investigation into the Determinants of Customer Satisfaction
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