The Effects of Employee-Initiated Peripheral Service Failures on Customers' Satisfactions with the Service Organization
This dissertation investigates how satisfaction with a service employee affects customers' overall satisfaction with a service organization following an employee-initiated service failure. Specifically, this research examines how the severity of a peripheral service failure (how the service is...
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| Format: | Others |
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Virginia Tech
2014
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| Online Access: | http://hdl.handle.net/10919/27908 http://scholar.lib.vt.edu/theses/available/etd-052799-160746/ |