Service quality implementation
Subtitle: the effects of organizational socialization and managerial actions on customer-contact employee behaviors
By: Michael D. Hartline and O.C. Ferrell.
Contributors: Ferrell, O. C. 1943-; Marketing Science Institute.
Series: Report / Marketing Science Institute -- no.93-122; Technical working paper / Marketing Science Institute
Publisher: Marketing Science Institute
Published: 1993
Place of publication: Cambridge, Mass
Language: eng