Assessing poor quality service: perceptions of customer service representatives

Autor:	Helms, Marilyn M., Mayo, Donna T.
Zdroj:	Managing Service Quality: An International Journal, 2008, Vol. 18, Issue 6, pp. 610-622.
Databáze:	Emerald Insight
Externí odkaz:	http://www.emeraldinsight.com/doi/10.1108/09604520810920095 Zobrazit plný text záznamu