Service quality implementation
Subtitle: the effects of organizational socialization and managerial actions on customer-contact employee behaviors
By: Michael D. Hartline, O.C. Ferrell
Contributors: Ferrell, O. C
Series: Report / Marketing Science Institute -- no. 93-122; Report (Marketing Science Institute) -- no. 93-122
Publisher: Marketing Science Institute
Published: 1993
Place of publication: Cambridge, Mass
Language: eng
Number of pages: 59
Subjects: Customer services -- Management; Service industries -- Quality control; Service industries -- Management; Service industries workers -- Training of
Notes: "December 1993."

"Technical working paper."

Includes bibliographical references (p. 56-59)