haku: @author Sparks, B. / yhteensä: 6
viite: 6 / 6
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| Tekijä: | Sparks, B. Bradley, G. Callan, V. |
| Otsikko: | The impact of staff empowerment and communication style on customer evaluations: the special case of service failure |
| Lehti: | Psychology and Marketing
1997 : AUG, VOL. 14:5, p. 475-493 |
| Asiasana: | MARKETING PSYCHOLOGY COMMUNICATION |
| Kieli: | eng |
| Tiivistelmä: | Empowering front-line staff to deal with service failures has been proposed as a method of recovering from service breakdown and ensuring greater customer satisfaction. However, no empirical study has investigated consumer responses to empowerment strategies. This research investigates the effect on customer satisfaction and service quality of two employee characteristics: the degree to which the employee is empowered (full, limited and none), and the employee's personal communication style (accommodative - informal and personal, and underaccommodative - formal and impersonal). |
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