Service Management and Customer Orientation in Russian Banking Industry
Author:
Publisher
Springer Berlin Heidelberg
Link
http://link.springer.com/content/pdf/10.1007/978-3-642-40660-7_36
Reference8 articles.
1. Bowen DE, Hallowell R (2002) Suppose we took service seriously? An introduction to the special issue. Acad Manag Exec 16(4):69–72
2. Donker H, Poff D, Zahir S (2008) Corporate values, codes of ethics, and firm performance: a look at the Canadian context. J Bus Ethics 82(3):527–537
3. Dunnet AJ (2007) The role of organizational culture in customer service. Bus Rev ABI/INFORM Glob 7(1):38–44
4. Gillespie MA, Consulting D (2008) Organizational culture and customer satisfaction. Eur J Work Organ Psychol 17(1):112–132
5. Korunka C, Scharitzer D, Carayon P, Hoonakker P, Sonnek A, Sainfort F (2007) Customer orientation among employees in public administration: a transnational, longitudinal study. Appl Ergon 38:307–315
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