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| Author: | Bruhn, M. Murmann, B. |
| Title: | Perspektivenwechsel bei Dienstleistungsunternehmen mit multiplen Kundenkontakten |
| Journal: | Marketing: Zeitschrift für Forschung und Praxis
2000 : VOL. 22:4, p. 284-296 |
| Index terms: | Customers Loyalty Service Quality Methodology |
| Language: | ger |
| Abstract: | For customer loyalty, a comparable level of service quality is essential. Perspective taking is a social-psychological method used to describe and improve the process of customer orientation. |
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