Effects of Culture on Service Encounters & Customers’ Satisfaction
نویسندگان
چکیده
منابع مشابه
Knowledge Management in Service Encounters: Impact on Customers' Satisfaction Evaluations
Purpose – This paper integrates the knowledge management and marketing literatures to examine the relationships between knowledge management (KM) practices during a service exchange and customers’ satisfaction and behavioral intentions. Design/methodology/approach Data were collected in an experimental setting using video scenarios; hypotheses were tested using MANOVA and ANCOVA. Findings Resul...
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ژورنال
عنوان ژورنال: Journal on Innovation and Sustainability. RISUS ISSN 2179-3565
سال: 2016
ISSN: 2179-3565
DOI: 10.24212/2179-3565.2016v7i2p41-46