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Author Hartline, Michael D.

Title Service quality implementation : the effects of organizational socialization and managerial actions on customer-contact employee behaviors : technical working paper / by Michael D. Hartline and O.C. Ferrell
Published Cambridge, Mass. : Marketing Science Institute, 1993


Location Call no. Vol. Availability
 W'PONDS  302.35 Har/Sqi  AVAILABLE
Description 59 pages ; 28 cm
Series Report / Marketing Science Institute ; 93-122
Report (Marketing Science Institute (Cambridge, Mass.)) ; 93-122
Bibliography Includes bibliographic references
Subject Organizational behavior.
Service industries workers.
Service industries -- Management.
Author Ferrell, O. C.
Marketing Science Institute (Cambridge, Mass.))