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| Tekijä: | Yavas, U. Babakus, E. Treadway, B. |
| Otsikko: | Antecedents of service performance gap: an empirical re-examination |
| Lehti: | Journal of International Selling and Sales Management
2006 : VOL. 12:2, p. 69-78 |
| Asiasana: | service Turkey team work employees |
| Kieli: | eng |
| Tiivistelmä: | The purpose of this study is to develop a model to identify the antecedents of service performance gap and to test it by using bank employees in Turkey. Findings show a negative relationship between team work and service performance gap, and also that service employees are less able to cooperate effectively towards a common goal when they face conflicting demands. |
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