Please use this identifier to cite or link to this item:
https://gnanaganga.inflibnet.ac.in:8443/jspui/handle/123456789/8037
Title: | Managing the Bank Service Encounter: A Conceptual Model |
Authors: | Krishna K. Govender |
Issue Date: | 1999 |
Publisher: | American Marketing Association- Winter Educators Conference |
Abstract: | Since personal interactions with customers are becoming less numerous, customers are expecting higher quality contacts and more individual treatment. Thus, this paper proposes a service encounter management model that may impact on the customer's service experience. By matching service employees with customers, the effects of certain human resources strategies may be ascertained through the customers perception of the employee service quality and the overall service quality. |
URI: | http://gnanaganga.inflibnet.ac.in:8080/jspui/handle/123456789/8037 |
Appears in Collections: | Articles to be qced |
Files in This Item:
File | Size | Format | |
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MANAGING THE BANK SERVICE ENCOUNTER.pdf Restricted Access | 2.94 MB | Adobe PDF | View/Open Request a copy |
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