Front-line Employee versus Customer Perceptions of Quality Attributes
نویسندگان
چکیده
منابع مشابه
Front Line Employee versus Customer Perceptions of Quality Attributes
. In order to improve the quality of service co-production, both academics and managers have pointed out the pivotal role of Front line Employees (FLEs) in improving the service experience. However, few studies have simultaneously examined the quality perceptions of each group. Do FLEs perceive service quality in the same way as their customers? If this is the case, service quality itself will ...
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ژورنال
عنوان ژورنال: Quality Management Journal
سال: 2013
ISSN: 1068-6967,2575-6222
DOI: 10.1080/10686967.2013.11918097