Customer Orientation of Service Employees: Its Impact on Customer Satisfaction, Commitment and Retention

Hennig-Thurau T


Publication type
Research article (journal)

Peer reviewed
Yes

Publication status
Published

Year
2004

Journal
International Journal of Service Industry Management

Volume
16 (5)

Start page
460

End page
478

Language
English

ISSN
0956-4233

Full text
hennig-thurau_2004_ijsim_customer_orientation_of_service_employees_its_impact_on_customer_satisfaction_commitment_and_retention.pdf