Title :
The Effects of Employee-Initiated Peripheral Service Failures on Customers Satisfactions with the Service Organization
Author :
Noreen M. Klein استاد راهنما , James R. Brown استاد مشاور , Shankar Ganesan استاد مشاور , Neeraj Arora استاد مشاور
University :
Virginia Polytechnic Institute and state University
Keyword :
Services , Satisfaction , peripheral service , core service , service failure , Employee
