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The human element in airline service quality: contact personnel and the customer

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References

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2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
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1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
1985Problems and Strategies in Services Marketing2,819 cited
1996The Management of Customer-Contact Service Employees: An Empirical Investigation

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1,920 cited

1990Service management and marketing: managing the moments of truth in service competition1,899 cited

2000Cultivating Service Brand Equity1,733 cited

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