Customer Reactions to Staff Empowerment: Mediators and Moderators
Author:
Publisher
Wiley
Subject
Social Psychology
Link
http://onlinelibrary.wiley.com/wol1/doi/10.1111/j.1559-1816.2000.tb02507.x/fullpdf
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1. The Ecological Validity of Photographic Slides and Videotapes in Simulating the Service Setting
2. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
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