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Managing customer participation and customer interactions in service delivery
Marlene Amorim, Maria João Rosa, Sandra Santos
Izvirni znanstveni članek
Oznake: service quality;customer participation;customer-to customer interaction;
Background and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality a ...
Leto: 2014 Vir: Fakulteta za organizacijske vede (UM FOV)
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