Cross-National Comparison of Attributes and Qualities of Effective Customer Contact Employees during Face-to-Face Complaint Handling Encounters

T. Gruber; I. Abosag; A. Reppel; I. Szmigin

Cross-National Comparison of Attributes and Qualities of Effective Customer Contact Employees during Face-to-Face Complaint Handling Encounters

T. Gruber, I. Abosag, A. Reppel, I. Szmigin

MSM Marketing

Research output: Contribution to journal › Article › peer-review

Original language	English
Pages (from-to)	128-144
Journal	The Journal of TQM
Volume	23
Issue number	2
Publication status	Published - 2011

Cite this

@article{b5b15fe5a1a84b75b46359d7b42ae6a8,

title = "Cross-National Comparison of Attributes and Qualities of Effective Customer Contact Employees during Face-to-Face Complaint Handling Encounters",

author = "T. Gruber and I. Abosag and A. Reppel and I. Szmigin",

year = "2011",

language = "English",

volume = "23",

pages = "128--144",

journal = "The Journal of TQM",

publisher = "Emerald Publishing Limited",

number = "2",

}